ComplaintsforiHealth Labs, Inc

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 10, ****, I ordered same day delivery of iHealth Covid-19 Antigen Rapid Delivery, 2-pack, from Amazon. I live in ******, ********. When I received the package that same day, I discovered that the tests expired eight months ago, even with the government extension of the expiration date, which is available on the iHealth website noted below.More details: The box reads: iHealth Covid-19-Antigen Rapid Test - 2 TESTS Lot No. 222CO20208 Use by: 2023-02-07 I went to the iHealth website (********************************************************) to see the latest government extension of the expiration date, and entered the Lot Number. It showed that the "Extended use-by date" is 2023-05-07. The tests expired eight months ago! This is a dangerous public health issue. Someone could have Covid, and these expired tests could incorrectly show a negative result. I have contacted iHealth and the **** I have not heard back from iHealth concerning what they are doing to address this issue.

  Business response

  02/12/2024

  Dear customer,

  We feel sorry about this issue happened. Please feel free to return the item on Amazon.

  Please let me know if you have any questions.

  Thank you.

   

   

  Regards,

  Sales Team

  Customer response

  02/20/2024

   
  Complaint: 21161036
  
  I am rejecting this response because:

  In my original complaint, I had asked "I am asking that iHealth or Amazon notify all the Amazon customers that *** have received an expired Covid test kit so the customers know that their test results *** have been incorrect." Evidently this has not been done. I have asked the *** to contact iHealth about this issue.
  
  Sincerely,
  
  *********************

  Business response

  02/21/2024

  iHealth Labs has offered the customer a refund or replacement. This is the only remedy that we have available to the customer. The customer concurrently filed a complaint with the *** for which we have responded to and are still in the investigation process. We are required to investigate and document the results of all complaints and report finding to the *** upon their request. 

  As part for the investigation process, iHealth has reached out to the Amazon warehouse. Amazon launched an investigation into their policies and procedures determined that this was an isolated incident where their policy was not followed by their warehouse staff. Amazon has committed to review and provide training to their warehouse staff to reduce the possibility of this incident recurring. 

  Regards, 

  iHealth QA Team

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the Covid-19 Antigen Rapid Test (5 pack) from iHealth Labs, Inc., a pro seller of ******** When my package arrived, the box containing the tests had been damaged during the shipping process because it was shipped in a brown paper envelope. However, the most alarming issue was the expiration date, which is less than 8 weeks from the time the testing kits were delivered. I reached out to iHealth Labs via ******* and initiated a request for a refund and return label, explaining my concerns. I would not be able to use 5 tests in less than two months. ******* issued an automated response via email stating that iHealth had been contacted on my behalf and informed me I would receive a response directly from them within 48 hours. They did not respond within that timeframe, so I sent the same refund request, indicating that this was my second attempt at reaching the company for resolution. The initial response I received from iHealth Labs was that I should reach out to ******* because they fulfilled the order and the shipping damage was solely their responsibility. I replied directly from my personal email that this response did not address my primary concern, that the tests would expire before I could reasonably use them and that I was seeking a return label and refund as a result. This second time iHealth Labs responded, they stated that they could not accept a return nor would refund the cost of the item. Excerpts from their response include, "this item is non-returnable & non-refundable as they are considered personal-use items," and "we cannot replace or refund iHealth COVID-19 Antigen Rapid Test kits that are expiring soon." The business practices of iHealth Labs, Inc. is clearly fraudulent and I will not be satisfied until I receive a refund for a product that was sent to me on the verge of expiration.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I am a former employee of this business and due to the nature of my job (Clinical Assistant), I received access to various ***s and PHI. The *** I most used was SutterLink which gave me read-only access to patient records from clinics that I worked with. I recentlybecame aware that my access to SutterLink is still fully active, and my last day of work was 3/31/2023. I don't think I need to explain what a large securityissue this poses. I only checked my log-in recently when it came to my attention that my accessto PHI and various logins were not really addressed in my off-boarding process. I did not check my other logins, but access to this one gives me access to thousands of patient records. My access needs to be revoked, but iHealth also needs to thoroughly review its data security policies as it relates to the off-boarding process.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased COVID 19 home test kits from IHealth Labs **** The test kits that were sent to me already were expired and the *** had extended their expiration date by six months. The six month extension is until 2023-02-19. That means the six test kits I purchased are good for less than three months. I fully expected the company to send me test kits that were UNEXPIRED. Contacting them and they offered no explanation. Their website does not mention that they may send out already expired test kits with an extended expiration date. The test kits should at the very least be able to be used for six months, which these are not able to do. I cannot believe the company takes your money and sells you expired test kits. I expect to be sent test kits that are with a CURRENT expiration date, not an extended expiration date due to expire in less than three months.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 24th I used my FSA card to purchase a Covid-19 test by iHealth through Amazon (see attached receipt). It was delivered on November 26th, however, when we looked at the box, the test had expired on 7/12/2022 (see picture). I clicked on the return button but got a pop-up stating the item could not be returned. We want a full refund.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased several electronic thermometers from the Company in 2020. Unfortunately, this year when we needed them the most, they simply don't work correctly. They give different temperature results and are all inaccurate & wrong!!!! I tried to call the company, but they do not take calls. I emailed them as the message instructs and all three of my emails (August 2nd / August 10th / August 23rd) have gone totally unanswered. This is not the way for a company to treat their customers!!! Unfortunately I am not the only unhappy customer.... Based on the BBB "F" Rating and the online customer reviews, they do this to all their customers. Please help me here in getting the Company (IHealth) to reach out to me. Thank you

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recieved covid home tests in January of 2022 for free. Now on my credit card I am charged $87.96 on April 23, 2022 from I-health, Inc. Who I never went through them for these tests. They never sent me a bill and so I want to know how they got my credit card number. The phone number they listed is a lighting company and when I talked to them they said they have had numerous calls on this very thing. Finally got the right number and ofcourse its all automated so never talked to anyone said to leave voice mail so tried but surprise it as fill. Said to contact my insurance company for a reimbursement which I have done. They will send me papers to fill out. I think this is a scam and fraudulent company.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There was no liquid in my test.. I was taking a covid test and there was no liquid in the bottle for me to use.. It was on may 21st. The cereal number for the test is: ************************ Lot No.****************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 4 Covid 19 tests from iHealth. I did receive the tests, unfortunately, I had to use one, and of course the test was negative. *** is advising that this iHealth Cov1d-19 Antigent Rapid Test is counterfeit. I purchased these 4 kits on line but thru the iHealth website. I have attempted to contact them on the telephone number shown on the package; however, any option that you select takes you to a recorded message, all by the same person, and no one is available or you are simply, told goodbye. I would like a refund of the 4 kits I purchased. My **** credit charge was charged 1/05/2022 by IHealth Labs in ********* **********, in the amount of $35.68. Thank you.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid iHealth Labs for a video-proctored in-home Covid-19 test for the purpose of boarding an international flight. I connected to the iHealth website, as instructed, several minutes before my appointment time on the morning of May 3. My laptop passed the video, sound, and connection tests, and I was taken to a screen that said "We are connecting you with a COVID test proctor. Please wait." (Screenshot attached.) I waited. And waited. And waited. The proctor never connected. I tried calling the support number provided ****************, but nobody answered for several minutes, after which the hold music stopped. (Screenshot attached.) Because I needed the test that morning for an international flight, I had to cancel my morning meetings and seek rapid Covid testing elsewhere (and had to travel over an hour to get to the test site). The iHealth proctor eventually wrote to me an hour later by email, but I had already boarded a train to travel for the replacement test. I have tried calling iHealth repeatedly since then, and I have sent them several emails, but I have received no response. I want a full refund of the $46.78 that I paid for the test that the provider never provided, including the video-proctoring fee plus the cost of the test kit that I have no use for now. I additionally suffered tangible inconvenience, having had to cancel a morning of business meetings and travel over an hour to take a last-minute in-person test to replace the test that iHealth was contacted to provide.

*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. ↩