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:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my metabolism test samples via mail on 06/27 - it had an expected delivery of 07/02. That turned into 07/07. Upon scientific research, I have found that cortisol samples degrade at a rate of 9.2% at 30 days at room temperature. My sample would have spent 10 days at well above room temperature as the temperatures have consistently been (significantly) over ****************************************************************************************************************************************** above room temperature for more than a week. Due to this information and the fact that my sample took 10 days to reach the lab, there is no way the test results can be accurate. I reached out to Everlywell via email with an initial concern and got a very quick response - when I elaborated, they did not respond within 24 hours so I called. The individual I spoke with kept insisting Id get results as I continued to try to explain that due to the extended time at high heat the sample would be degraded and the results would be inaccurate. She suggested that after I get my results, I go to my doctor and get the tests again to check the accuracy (which is odd considering she was absolutely certain theyd be correct to begin with). I then disputed with ****** and got an email from the companys billing department stating ****** would be contacting me. At that point, my pending results (I got an email when the sample finally reached the lab) disappeared! So Ive paid $89.20 and now have nothing. ****** has not yet refunded my money - the claim was closed after an oddly lengthy amount of time in favor of the seller - so I am calling ****** and appealing that as well. At this point, Im now a victim of fraud and theft!

  Business Response

  Date: 07/31/2025

  We appreciate the customer bringing this to our attention. 
  
  We understand how important it is for our customers to feel confident in their results, and we take all inquiries related to sample integrity and accuracy very seriously.
  
  Upon reviewing this case, we confirmed that the customers samples for the Metabolism Test were received and processed well within the validated stability window established by our partner laboratory. Our *** ******** follow strict quality and validation protocols to ensure accurate and reliable resultseven in transit conditions that may vary.
  
  We also want to clarify that results are currently unavailable to the customer due to an open dispute filed through ******. Per Everlywell policy, tests are temporarily deactivated during active disputes. We have communicated this to the customer and shared next steps for resolution. Once the dispute is resolved, well be happy to release the test results.
  
  A representative from our Customer Experience Team has reached out directly to provide clarification and support. We are committed to helping the customer move forward and welcome any further questions they may have.

  Customer Answer

  Date: 07/31/2025

  Complaint: 23674044
  
  I am rejecting this response because:

  The conflicting information online is not what is confusing - especially considering the multiple studies I found conducted by the *** as well as various collegiate laboratories.  I can easily interpret the information because of my education - as well as my employment history in both healthcare and laboratories.  What is conflicting is the information coming from Everlywell.

  Furthermore, the rates I cited were at room temperature.  Considering you do not expedite shipping or provide anything to keep the sample remotely cool, my sample was held for 10 days (240 hours) at temperatures reaching or exceeding 100 degrees.  The degradation rate at that temperature is 27% over 62 hours.  The sample could not possibly be stable (or the test accurate) at the point it arrived at your lab.

  It is also interesting that you are telling me that my test has been completed and my results just arent being released, when another employee is telling me that when I drop the case with ****** I will get another test kit to resend my sample. 
  

  I have seen other customer service responses where the purchaser was refunded the cost minus $15 for shipping.  I can accept that.  What I simply do not understand is why your company refuses refunds, but I do comprehend the poor reviews (that I wish I would have read almost a month ago when this ordeal began). 

  
  Regards,
  
  **** ****

  Business Response

  Date: 08/01/2025

  Thank you for this follow-up. We understand the concerns raised and appreciate the opportunity to provide additional clarification.

  On sample stability:

  Everlywell does not rely solely on external studies. All sample stability claimsincluding those related to cortisol and TSHare based on rigorous, proprietary validation studies conducted by our ****-certified laboratory partners. These studies are specifically designed to account for real-world shipping conditions, including transit durations and elevated temperature exposures.

  The Metabolism Test panel, which includes both dried blood spot (DBS) and saliva samples, has been validated for stability for up to ***************************************************************** this case, the customers sample was collected on June 27 and processed on July 7, which falls well within the validated stability window.

  On test status and communication:

  We sincerely apologize for the confusion surrounding the customers test status. To clarify: the sample was successfully processed by the lab and results are currently available in our system. However, in accordance with Everlywells standard policy, any test associated with an active payment dispute is temporarily deactivated. Once the ****** case is resolved, Everlywell will either release the results (if the dispute is closed in our favor) or permanently close the test (if a refund is issued via ******).
  We acknowledge that a previous communication from our Billing Team may have contributed to this confusion, and we regret any frustration that may have caused. Weve shared feedback internally to ensure greater consistency across teams moving forward.

  On refund eligibility:

  As a ****** dispute is currently open, Everlywell is unable to issue a refund directly. The outcome of the dispute will determine the next steps. If ****** issues a refund, the test will remain closed and no results will be released. If the dispute is resolved in Everlywells favor, we will gladly reactivate the test and make the results available to the customer.
  We understand that this situation has been disappointing, and while Everlywell stands behind the scientific integrity of the testing process, we sincerely regret any confusion or inconsistency the customer has encountered throughout this experience.

  Should the customer choose to follow up or close the ****** dispute, our team remains ready to support next steps.

  Sincerely,

   The Everlywell Team

  Customer Answer

  Date: 08/01/2025

  Complaint: 23674044
  
  I am rejecting this response.  
  

  The reviews from many other consumers (across a variety of platforms) speak multitudes, and are only confirmed by my experience.  I should have been more diligent in my research before making a purchase.  Please feel no need to respond. Under no circumstances, except a refund, will I be accepting your response. 
  

  Keep in mind that the body heats itself to destroy foreign matter within. No biological sample is stable at high temperatures for 10 days.  

  
  Regards,
  
  **** ****

  Customer Answer

  Date: 08/01/2025

  Complaint: 23674044
  
  I am rejecting this response.  
  

  The reviews from many other consumers (across a variety of platforms) speak multitudes, and are only confirmed by my experience.  I should have been more diligent in my research before making a purchase.  Please feel no need to respond. Under no circumstances, except a refund, will I be accepting your response. 
  

  Keep in mind that the body heats itself to destroy foreign matter within. No biological sample is stable at high temperatures for 10 days.  

  
  Regards,
  
  **** ****

• Initial Complaint

  Date:06/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people will not stop harassing me. I dont even know the doctor that ordered it. I dont wanna pay $100 for something that I never even received. I dont even know who they are.Blackstone Medical????

  Business Response

  Date: 06/18/2025

  Everlywell partners with select health insurance providers to proactively send at-home medical screening kits to eligible members at no added cost to the member. The test kit referenced in this case was issued on behalf of the members healthcare plan as part of a voluntary preventive care program.
  
  We sincerely apologize for any inconvenience. If the member does not wish to use the kit, they are welcome to dispose of itthere is no obligation to participate. Weve also responded directly to the member's email and offered to place them on our Do Not Contact list to prevent future outreach.
  
  If the member has any further questions, theyre welcome to contact our support team at *********************************************************** or ************ (MondayFriday, 9 AM5:30 PM ET).
  

• Initial Complaint

  Date:06/12/2025

  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 recently learned that I had been paying for a subscription service to Everlywell, though I didn't order any such subscription. I immediately cancelled the subscription and requested a refund of all charges as I never authorized this subscription. They refused so I requested documentation of me ordering this subscription and documentation of authorization of charges to my card. They refused to provide the information 4 or 5 times and have now stopped responding because they know they cannot provide such documentation because I never ordered the subscription.

  Business Response

  Date: 06/13/2025

  We appreciate the opportunity to respond to this complaint. At the time of the customers purchase on June 6, 2024, ********************** offered both one-time purchases and subscription options. The subscription selection included % discount and allowed customers to choose their preferred frequency. When selected, the discounted rate and renewal frequency were clearly displayed in the cart and during checkout.
  
  A renewal reminder was sent via email on November 28, 2024, prior to the customer's scheduled subscription renewal on December 6, 2024. No cancellation request was received at that time.
  
  The customer used their first kit and received results on September 13, 2024. After their subscription renewed, the customer registered their second kit on January 14, 2025. When that sample could not be processed due to an issue, we issued a free replacement kit per the customer's request on January 23, 2025.
  
  While the customer used both kits, we issued a full refund for the December 6th renewal charge due to the lack of clarity in the original confirmation email. We are unable to refund the original June 2024 purchase, as that kit was used (and results delivered) and included a discounted subscription rate.
  
  The subscription was canceled in December 2024, and no further charges have occurred. We consider this matter resolved but remain available should the customer need additional assistance.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Everlywell. They sent me the wrong test kit.I advised them of the error, and asked for instructions on how to return unopened test kit.They refuse to refund. I received no help.

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to our attention. We're sorry for the confusion surrounding this customer's order and appreciate the opportunity to clarify.

  After reviewing the case, were glad to confirm that the correct test kit has been received. The confusion appears to have stemmed from a sample image on the Confirm your test kit card included in the kit. The number shown on that card is intended as an example only and does not indicate the test type of that specific kit. The actual test can be confirmed by checking the number on the spine of the kit box.

  Weve passed this feedback along to our internal team to help improve clarity for future customers. Were always here to help and encourage anyone with concerns to reach out directly at ************************************************************.

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed my kit # SEI-KILR-8059 for a lab test to be preformed. My kit was received 3/28/25 and I have yet to receive my test results. I called 4/14/25 and no help was provided. I call 04/15/25 and was on the call for 26 minutes and the *** told me I have to resolve a technical issue.

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention. Upon review, we identified a technical issue with the registration of the customers test kit that prevented their sample from initially being submitted to the lab.

  Were happy to report that this issue has since been resolved. The registration was successfully submitted, and our lab partner has confirmed that the customers sample was still viable and is now in processing. We have reached out directly to the customer to relay this update.

  We sincerely apologize for the delay and any frustration this may have caused. We appreciate the opportunity to correct the issue and are committed to ensuring a positive experience for every customer.

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was interested in purchasing products and getting help from this company. While I clicked items I was interested in, at checkout I was NOT informed of the prices of these items, and I was just checked out. Originally the one time fee was ************************************************************* but I didnt know I was buying them. This company proceeded to make me an appointment without my knowledge. (I didnt find out until I talked to customer service) . Every time I talk to customer service they dont seem to understand that I want my money back and I keep getting round about answers or I get hung up on. I want all of my money back in its entirety. Im not even sure how Much they took from me I never got a checkout, or a receipt of confirmation or anything. I want every cent back and to warn others of the scam activity thats going on with this company

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to address this customer's concern. Upon reviewing their case and coordinating with our telehealth partner, we can confirm that while an invoice was generated for the customer's visit, no charges were applied, and the customer currently owes nothing. The invoice has been canceled. Weve followed up via email and encouraged the customer to provide a screenshot if they believe a charge was made in error, and we remain happy to investigate further if needed. We take customer feedback seriously and are committed to improving communication and transparency throughout the care experience.
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to dispute this charge since July 2024. First, I was a customer of **********************, who did an initial consult for $40usd for weight loss medications. I never ended up going through with the weight loss medications, so I paid for the initial consult, the $40, which is fine. Then, I was charged ******CAD, onto my Canadian credit card, for something I did not purchase. Everlywell has no purchase history on this. I have sent over 10 emails, called over 10 times, and they never give me an answer. I reported it to my bank, which I was refunded through them, but then Everlywell told them I had an account, so they took the refund back, which means I was still charged for it, as Everlywell said I was an account user. I really would like this to be figured out, as it has been sitting on my credit card for almost one year, with no resolution from Everlywell. They keep sending me back and forth from their Everlywell team, to Open Loop Health, but nowhere am I getting an answer.

  Business Response

  Date: 04/15/2025

  We appreciate the opportunity to address this customer's concern. After a thorough review of the customers account and payment history, wed like to provide the following clarification:
  
  The customer enrolled in *********************** Weight Care+ program in July 2024 and paid $49.00 USD for the first month.
  A second monthly charge of $139.00 USD was issued in August 2024, which aligns with the $194.30 CAD amount referenced by the customer.
  No additional charges were processed after August 2024. The customers subscription was automatically canceled on October 1, 2024, following three failed payment attempts in September.
  The August charge was later disputed with the customers bank on December 5, 2024. The dispute was resolved in Everlywells favor, and the charge was upheld as authorized.
  Everlywell has confirmed that no further charges were issued, and we recommend the customer follow up with their bank regarding any confusion around the December 3rd transaction date.
  
  At this time, since the charge has been reviewed and upheld by the customers bank, we are unable to take further action on our end. However, we remain available should the customer have additional questions or require further clarification.

• Initial Complaint

  Date:04/04/2025

  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 started the weight plus program a little over a year ago. As expected, I was told to do bloodwork at my year **** which was February. I paid out of pocket $541 dollars for the tests they ordered and find out the medication I was getting monthly is no longer supplied. It is a potential danger to my health to stop abruptly taking a medication Ive been on more almost a year and a half and this company and having it stop two months after paying $541 for bloodwork to continue is unacceptable business. Now I have to figure out health consequences on top of financial without any notice other than we no longer can prescribe this medication!!! Furious!! ******** customer service, and no regard for health and well being!

  Business Response

  Date: 04/08/2025

  We appreciate the opportunity to respond to this customers concerns regarding their ************ membership.
  
  The customer enrolled in **********************'s ************ program in January 2024 and completed the required initial lab work through Quest Diagnostics. Treatment began in February 2024 with an ***-approved weight loss medication. In June 2024, due to a change in the customers insurance coverage, ********************** transitioned the prescription to a compounded medication, which was provided through February 2025.
  
  In January 2025, the customer completed their annual lab work in accordance with the clinical protocols outlined in the program. At that time, there were no known regulatory changes affecting access to compounded medications.
  
  On April 2, 2025, we proactively notified the customer that compounded weight loss prescriptions would no longer be available due to new federal regulatory requirements. This was an industry-wide change beyond Everlywells control. The customer requested to cancel their membership on April 6, 2025, and we processed the cancellation the following day.
  
  As all services included in the membershipincluding lab testing, provider support, and medication prescribingwere fulfilled in accordance with program terms, we are unable to offer a refund.
  
  We sincerely regret any inconvenience caused by the regulatory changes and remain committed to providing compassionate support and clinically sound care.

  Customer Answer

  Date: 04/16/2025

  Complaint: 23161531
  
  I am rejecting this response because:

  Researching this situation, the compound solution must stop by April 22, 2025. *** changed this February 21, 2025.
  January 22, 2025 is when I was ordered to have bloodwork and I booked for February 22,2025. 
  Knowing my history of compound medication, Everlywell support should have reached out and informed me of the changes prior to my bloodwork and before continuing the program. Yes, you have cancelled my membership but that does not negate the expensive bloodwork and having to stop cold turkey from a medication I have been on for a year and half almost. I should have had another vial and a couple of months to work this out but Everlywell mishandled the situation immensely.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 04/18/2025

  Thank you for the additional information. We understand that navigating a change in treatment can be difficult, and we appreciate the opportunity to clarify the timeline and decision-making process behind the customers experience.

  
  The customers lab order was placed on January 22, 2025, in alignment with Everlywells standard clinical protocols for continued treatment. At that time, there was no indication of upcoming regulatory changes related to compounded medications.

  
  The regulatory update from the *** requiring the discontinuation of compounded weight loss prescriptions was not issued until February 21, 2025, nearly one month after the lab order was placed. Everlywell notified the customer of this regulatory change on April 2, 2025, after receiving and confirming the final directive.
  Additionally, Everlywell did not make the decision to discontinue access to compounded medicationsthis was a federal regulatory requirement to which Everlywell, and other providers, are obligated to comply.

  
  The customer's membership was canceled in full upon request on April 7, 2025. All services included in the planprovider care and medication prescribing (prior to the regulatory change)were fulfilled.

  
  While were unable to offer a refund in this case, we sincerely regret the frustration and disruption caused by this regulatory change and appreciate the opportunity to clarify the facts surrounding the customers experience.

  Customer Answer

  Date: 04/18/2025

  Complaint: 23161531
  
  I am rejecting this response because:

  Its just excuses. Id like to save someone else from the pains of the program.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a part of the weight care + program for a little over 6 months, recently on 12/23 I paid an invoice for $199 for my prescription which I did not receive. I contacted Everlywell by phone AND email, on 1/16, where the customer service **** all stated that after paying Januarys subscription fee ($189), and having a follow up visit with the doctor, that they would send my prescription, using the money I paid ($199) on 12/23 as my payment for this month. It is impossible to connect with the same customer service person more than one time. Now they are telling me that I need to pay this months invoice even though I should have a $199 credit in my account for the product I did not receive. I am hoping to receive either the prescription I am owed, or I would like my $199 prescription payment PLUS my (2) $189 subscription fees for the two months that they have not sent me my prescriptions.

  Business Response

  Date: 03/05/2025

  Were sorry to hear this customer had a frustrating experience with their prescription, and we sincerely apologize for any confusion.
  
  The customer is a member of our ************ program and paid $199 for their December prescription. Unfortunately, despite the medication being ordered on 12/12/24, they did not receive it.
  
  The customer contacted OpenLoop, our telehealth partner, on 01/13/25 and 01/29/25, at which time they were informed that their $199 December payment would be applied toward their ******* prescriptionmeaning they would not need to pay again for *******s medication. Their ******* invoice for $199 was voided, and they were not responsible for that charge.
  
  Our records confirm that subsequent prescriptions were successfully ordered on 01/16/25 and again on 02/27/25, and there is no record of additional missed shipments. Additionally, as a courtesy, we waived the customers March ************ membership fee of $139, so they were not charged for this months subscription. Their regular monthly charge of $139 will resume on 04/02/25.
  
  Since the ******* prescription invoice has been voided, and we have no record of other missed shipments, there are no payments that require a refund. However, we have followed up with the customer directly to offer additional clarification and are happy to investigate further if they believe there are any unresolved concerns.
  
  We appreciate the opportunity to address this matter and encourage the customer to follow up with our team directly with any further questions.

  Customer Answer

  Date: 03/06/2025

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

• Initial Complaint

  Date:12/11/2024

  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 have requested multiple times Everlywell STOP calling me and STOP sending test kits. I have NEVER requested any service from this company. They are blocked on my phone but continue to call using different numbers and leave voice messages. I have NEVER requested any test kit or any service they provide yet they tell me they are working for my health insurance company. This is harassment and I now have 5 documented phone calls since asking them to stop. I informed them on each call they are on a recorded line and I'm am recording the conversation using *****.

  Business Response

  Date: 12/11/2024

  Everlywell has teamed up with different health insurance providers to proactively send at-home medical screening tests to their members at no added cost. The test kit in question was issued on behalf of the member's healthcare plan.
  
  We sincerely apologize for any intrusion. If the member does not want to use their provider-issued test kit, they may dispose of it at their conveniencethe program is completely voluntary. We have also opted them out of future contact, and sent a follow-up email to the member to clarify and confirm.
  
  If the member has any further questions, they may follow up with us at *************************************************************** or ************ (Monday-Friday, 9am-5:30pm ET).