ComplaintsforAny Lab Test Now
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Complaint Details
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Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
False advertising of prices and tests for Covid 19 (RT- PCR) required for travel. I needed a "RT-PCR" test to fly on United Airlines internationally on Tue, March 29th. After searching many companies in Tucson, I found AnyLabTestNow.com and saw there RT-PCR test was $129 whereas most companies were charging over $200. I called to confirm the price was $129 and that I could get results the same day. I was told by a rep that yes, indeed and ..."you'll have your results within 15 min." I confirmed twice that the price was $129 and mentioned other places were charging twice that amount. I also mentioned I needed the RT-PCR test for international travel. The rep assured me that, yes, it would be $129 and that was the test I needed to travel. Today I showed for my appointment at 915am (Mon March 28th) and was told the test was $229. The employee told me "yeah, we have had problems with the call center. We've asked them not to tell people that.." and "We can't control what the call center does." I explained that I saw $129 on the website, it was printed on my materials I was asked to print and sign and bring with me...and also explained that I had called and confirmed the price was $129...asking repeatedly. I drove an hour away to save $100 off the test only to find they lied about their rates. I could have gotten the same test for $220 a few min from my home. The rep called her manager and explained my situation, but basically I was told "too bad". I don't think companies should be allowed to get away with false advertising, misrepresentation, and what is basically fraud. I'd like the company to honor the $129 amount displayed on their site, and told to me over the phone. This would be a credit of $90-100 back on my credit card. I'm told I need a "RT-PCR" test by United. I do not know the difference or what the 5-7 different types of tests mean....all I know is to get this acronym and that I need it same day because my flight is the next day.Business response
04/12/2022
In response to the complaint #16956797 -
The Patient showed up to his 915am appointment on 3/28/22 at 850am and our employee, ****, went out to his vehicle to conduct the Covid test. She gave him the proper forms he needed to fill out and double checked which test he wanted. He verified with **** he wanted the rapid PCR test. She then proceeded to tell him the test cost $229, it would take about 15 minutes, she would take his card, for payment while he filled out his paperwork, and she would be out in a few minutes to swab him for the test. At this time The Patient started getting very upset saying the tests was supposed to be $129 and that is why he came to our facility. **** informed him the Saliva PCR Covid test is $129 and it takes 48-60 to receive the results, but the rapid PCR test is $229 and you receive the results in 15 minutes. The Patient then went on to say “The person who made my appointment told me the test was $129 and I want you to honor that pricing.” **** said “I can’t speak for thecal center, because they have been updated as to the correct information so they may have been confused on which test you wanted, but we will contact them”. **** then explained the different tests to the patient and told him we could perform the saliva test for $129, but he would not receive the results until Wednesday 3/30/22 at 830am. The Patient told her he was “S*** out of luck” and needed the rapid test, because he had a flight leaving on 3/29/22. **** told him she would call me, her Manager Leah, and see if there was anything we could to do reconcile the situation.
When **** walked back into the lab the phone was ringing, the caller was the same Patient asking about our pricing on Covid tests, to see if he could get a different answer than **** gave him. **** informed him about our pricing and he hung up. **** called me, Leah, at 9am and told me what was going on. As she was telling me about The Patient I went on our website to make sure our pricing and our result times were correct, and they were. I spoke with her for 2 minutes, sent a screen shot of our pricing to ****, and approved her to give him a $20 discount and to apologize for the confusion. When **** told him my response he said we were price gouging and he was going to report us to the BBB, because “that’s what I do when people are ripping me off”. **** charged him $209 for the test, swabbed him, and got him his results.
I then proceeded to email the call center to make sure they had the correct pricing which they confirmed they did. I made sure to go online again, after that conversation, and click each test to verify pricing and turnaround time for results. When you go on to Anylabtestnow.com you can type in Covid on the search bar and all of our Covid tests pop up. Next you can click on the test, click on test information, and it will tell you exactly what the test is, how much it costs, and the turnaround time for results. He also mentioned to us that the person who made his appointment told him the cost and turnaround times, but he made the appointment online himself.
I have attached to this email:
· His receipt to show what he paid and his discount
· The online scheduling that shows he made his own appointment
· Our online Covid test menu page
· The test information online which includes the turnaround times and pricing
· The time stamped email that was sent to the call center making sure they had the correct pricing
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.