ComplaintsforCue Health

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went online to get an appointment for my brother to diagnose COVID and get ******** as he was too sick to go into a doctor office. Sat in queue for almost two hours and it kept saying the wait was ************************************* find out if anyone was even on the other end. Required a ****** payment to even get into queue and wouldn't respond to ****** request to refund.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a CUE Cartridge Reader ($200) and 10 CUE ***** Test Cartridges ($500) in late 2023. We used 3 of them to receive negative test results. On June 4, 2024, I tried to take a ***** test, but the iPad app would not allow me to use any of the 7 remaining cartridges in my possession, even though their expiration dates are 6/29/2024. While trying to find ways to contact CUE, I found a warning on the *** website, issued in May 2024: *** found that CUE had made unauthorized and unreported changes to the ***** Cartridges, after CUE had received Emergency Use Authorization. Those changes have resulted in dangerously frequent false-negative results, and *** is now warning all owners of unused CUE Cartridges (whether or not past the expiration dates) to discard those extremely expensive Cartridges, without using them. Once I saw the warning, the change that CUE made to its app made more sense: CUE is preventing users from using their already-purchased cartridges. But it gets much, much worse: CUE has shut down ALL means of communication: Calls to their Customer Support phone number *************) are met with a message saying that the number is "temporarily" out of service. All emails go unanswered. ***'s chatbot (reached through help.cuehealth.com) simply offers to take a message consisting of the user's email address. As stated above, there is no response. The chatbot reached through ***'s main website simply does not respond at all. Finally, CUE's website allows potential customers to navigate to the product order pages for the Cartridges, but every single Cartridge product is "Unfortunately, the following product is out of stock." It seems likely that CUE is deciding whether they want to fix the problems with the massive numbers of Cartridges they fraudulently sold over the past 3 years, or just go out of business and declare bankruptcy. In either case, I want a full refund for the fraud they have committed against me.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept. 1 2023 I ordered a Cue Reader and 10 accompanying COVID test kits at a cost of $340. I paid for expedited shipping but did not receive the package until Sept. 6. On Sept. 10 we attempted set up the Cue Reader and it would not perform. We contacted Technical Support at Cue Health and were given instructions to fix the problem. It still did not work. We were assigned a Case # ********. We attempted to get the reader operational again on Sept. 14, but it still didn't work. We called Customer Support and indicated that we wanted to return the items and get a refund. I was told that because this is a "health device" the company did not accept returns or give refunds. I said I wanted to speak to someone in management, and was told I would hear back from a representative in ***** hours. I was assigned another case # - ********. I called again today and was told AGAIN that I would hear from someone in ***** hours, but could NOT speak to anyone in management.I would like help getting a refund from Cue Health and returning the materials.

  Business response

  09/21/2023

  ************** resolved the issue for complaint ID: ******** on 9/18/2023 by processing a refund. We reviewed both cases stated in the complaint (Cases ******** and ********) to determine where the gap of communication orientated. Cue Health customer service acknowledges that a manager was not informed of the issue by the customer service agent. We will use this incident as an educational model for our agents to contact management and follow-up with management if a customer requests to speak with one.  We plan to improve our supervisor escalation process to further assist our customers to provide a satisfactory customer service experience.
  

  We would like to address the customer's concern about not returning the product. Our products are medical devices and we cannot accept returns. 

  Customer response

  09/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My membership ended in December 2022 and I have been charged monthly every month since then. On recorded lines, multiple times, I have been told by customer service reps that I would not be charged after December 2022. I bought my Cue health in Dec 2021, agreed to a one year membership term, and upgraded my account at some point to a higher level of membership but at that point specifically confirmed that I was not extending my membership time period by doing so and could still cancel after a 1 year term. This was confirmed to me by a representative. I canceled my membership as of December 2022 but have been charged monthly since then. I have now stopped getting timely responses from the company, although the representatives agreed I should be refunded for each month after December 2022. This hasn't happened. I am trying this as a last resort before filing in court. I need a refund for the multiple months of charges and confirmation from the company they will stop charging me.

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for cue health around July 2022 because of the advertising that I kept seeing online. They promised convenient at home testing for an affordable monthly test. So I contacted a sales rep thru their support function and they explained how I would pay this upfront fee and than pay a monthly charge for tests. I explained to sales rep that I could receive covid testing at CVS, ********* but having this testing method as advertised at home for affordable monthly price would be beneficial. The cuehealth sales rep reassured me that I wouldn't be locked in and could cancel at anytime & to go ahead and sign up for this deal. Believing him I went ahead and signed up for this package. So I used the test provided in July during months of July, August and half way through September. I continued paying the fee for ********** expecting more test as my test were now out. After receiving no test for this month as promised by the sales rep and advertisement I thought it should be alright, this was during long shipping delays thru post office so I just waited.After receiving no new test I became worried & reached out to support in October thru email multiple times with no response.So I reached out to cuehealth using their health. I explained what had happened and was met with completely different responses that what was promised thru their sales rep and advertised thru ads online.I was completely caught off guard how could you perform testing without no test. Why is there a monthly charge if they will not send new test. Why in world is only 1 test kit $170 which seems pretty exuberant. Adament that they would not cancel I began questioning their dishonest ***************** practices. Ive explained why is their a cancelation option if we aren't able to use it which is also misleading. I explained how I'm reaching out to amercian express & bbb because of their dishonest business practices to take hard earned money from honest people.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In December 2021 I bought a Cue Reader and test kits. All worked well until March of 2022 when two different cartridges failed to operate correctly. I contacted ***, worked with ****** in customer support, was sent two replacement cartridges and was satisfied with that experience. In September 2022, my husband and I planned a visit with my son who also owns a Cue Reader. He gave me two cartridges for testing prior to our visit. Both cartridges failed and I eventually used rapid antigen testing for our visit. On September 15, I contacted the company and received this message "Your request for assistance has been received. Case #******** "Cartridge Issue" has been created for you. We are experiencing high volume customer interactions with limited customer support representatives. Our response time may be delayed. We appreciate your patience during this time." By September 24, I had still not heard back from them, so I contacted them by email and asked about my case. I still have not received a response.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  During the pandemic COVID-19 testing was required for travel and other purposes, requiring in-person or supervised testing. Cue Health offered a "membership" that included supervised testing that would fulfill travel requirements. I initiated a membership. I purchased the testing device. I have paid a monthly membership fee. I used 5 tests under supervised conditions. Then, requirements for testing for travel were dropped. I tried to cancel my membership but Cue Health stated that the membership was a 12-month commitment, and I must continue to pay $80.99 per month. The membership included 20 tests but I only received 10 and used 7 (5 under supervision and 2 not supervised). The company will not cancel my membership or convert it to pay-as-you-go, another option available to users.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In January of this year, 2022, I ordered the Cue Health kit because of the epidemic: there were no tests available, and the only recourse was to buy anything available even if it was expensive. What I didn't realize was that *** enters you into a yearly subscription where you pay $70+ every single month with no option to cancel.I never ended up using Cue. In fact, I have each and every box/package from Cue all sealed, never opened. I have tried to get Cue to cancel my subscription as it's a waste of money every month. Unfortunately, Cue worker never responds, or will respond and give one of the two excuses on why they won't cancel:1. When I ask them to cancel, they tell me that they cannot do that because I signed up and I am getting the Cue packs. They also tell me that they can't take back any box they have shipped to me because of health reasons. I tell them I'm not using anything, but they do not offer any solution or even a compromise.2. When I ask tell them that they can stop shipping anything further to me and to stop future charges, they reply and tell me that there is no cancellation possible for the recurring subscription.This is an endless circle, and *** keeps taking money without any recourse.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  During the height of COVID omnicron, tests for Covid were scarce. My daughter's preschool were requiring negative tests before going back to school. I ordered a Cue Reader for $149 and the required Cue Health monthly membership for $4****. This totaled $219. What I didn't realize that they would NOT let me cancel for a whole year. Somehow this "Monthly" membership that is charged $4**** every month is a whole year. They claim that "This policy is in place so that people do not take advantage of our discount pricing for a one-time purchase. We want to make sure our subscription testing is affordable for those who believe in the merits of regular testing." I'm not sure how $149 and $4**** is "affordable" when covid tests can be purchased for **** I only paid that because I was desperate to get my kid back to school so I can work. I've contacted Cue and and they told me that I can cancel in the 11th month. This is robbery for a Covid test that typically costs $**** and they are taking advantage of working parents.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a cue health reader and associated tests. I have had an 80% failure rate on recent cartridges. I reached out to the company and finally a customer service rep reached out. I explained the situation and she said it was not a normal experience and would follow up with a resolution. I did not hear back on the timeline she provided and had to follow up on my own. They provided no solution - a new reader for what is clearly defective or a full refund.

*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. ↩