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Business Profile

Health Care

Switch Health

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:19/07/2022

    Type:Product Issues
    Status:
    Answered
    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 May 11, 2022, I ordered Rapid Antigen Self Tests Kits from Switch Health for my upcoming trip. The cost was $160.00. Shortly after I received the package, the government no longer required the testing to travel to the United States (as of June 1st). I emailed June 14 hoping to return the test kits. On June 16th, a response arrived. The person said they could not take them back because the kits were now contaminated. On the second email, I assured them that both the test kits and the post office packaging was never opened. No response came. On July 4th, I sent the package back to Switch Health at my expense(30.00), with a letter enclosed, to prove the package was unopened, hoping for a refund. Still no response. How can this be? With the entire package unopened, no contamination exists. My order number is #XXXXXX. It is under the name ******** ********** my friend, as she helped me with the order. However the credit card used in the transaction is mine. (**********).

    Business Response

    Date: 07/09/2022

    Business Response /* (1000, 5, 2022/07/19) */ Hello, Thank you for contacting Switch Health. Please know with regards the return policy below (*********************), which clearly states that all sales are final once an order is placed. Also, once an order has been delivered we do not accept returns. And as stated by the client when she said she sent us an email, she got a response that we cannot take the test kit back because it has been delivered. We are only a testing provider and we would not take responsibility for any travel requirements changes made by the government. Once a client makes an order we ensure it's fulfilled and delivered. Kindly let this client know that the tracking information below (*********************) shows it was delivered and the return is not acceptable. Thank you, Oluwatomisin O Customer Resolutions Specialist T: 1 888-966-6531

  • Initial Complaint

    Date:24/06/2022

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a rapid antigen home test kit (2 pack) from Switch Health online to test prior to travel to the U.S. The kits are SD Biosensor STANDARD Q COVID-19 Ag Home Test. I did a search and saw online that the FDA had issued a "Do Not Use" Safety Communication regarding the same kit they sold me (https://www.fda.gov/medical-devices/safety-communications/do-not-use-sd-biosensor-standard-q-covid-19-ag-home-tests-fda-safety-communication). That means that these kits can't be used for testing to travel to the U.S. (as they are not FDA approved due to providing inaccurate results), and this was the reason I purchased them. Switch Health will not exchange the kits for approved ones and does not offer refunds for the sale of testing kits. Essentially, they sold me useless kits and charged me $88.48 for them ***** * ******* ** ***********  I reached out and asked for an exchange. I was told that they do not offer exchanges. I feel they sold me invalid tests since they can't be used for travel to U.S., which was why I purchased them in the first place. The response I received from Switch Health is that the test expiry is still valid and they may still be used. The FDA did not approve their use due to the test kit providing inaccurate results (false negatives and positives). Why would anyone trust the result of kits that could be faulty? It seems like Switch Health is NOT concerned that the test kits may provide inaccurate results! They sold faulty kits so I feel that I am entitled to an exchange or refund at the very least.

Switch Health is NOT a BBB Accredited Business.

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