ComplaintsforOnPoint Testing
Covid Testing
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchase an online test June 6, 2022 for trip to ****** in July, 2022. The ** cancelled the ***** testing requirement around June 8, 2022. I cancelled the test on June 13, 2022. I spent many hours and sent many emails and made many phone calls to get my refund to no avail. Now their phones don't work and their website is closed down.They told me when I originally asked for refund that it would be paid. Every time I sent them an email, I was told to call, but I could never get through.Initial Complaint
02/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased covid testing for 2 person and cancelled the service soon.I got a cancellation confirmation e-mail from OnPoint Testing (July 23, 2022), but the cost was not refunded until now.1 month ago, I got another e-mail from OnPoint Testing, it says that they are closing testing service for good and will refund it through paypal. I provided PayPal information, but nothing is happening so far.Initial Complaint
12/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order # ****** on 7/7/22. Paid for six tests at $69. Only took 4 tests. Contacted Onpoint, was told they would refund me for the unused tests. Waited until Sept 24. Disputed with credit card company. Onpoint responded 10/10/22 and said they would refund me $138. As of this date, No refund has been initiated.Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On September 21, 2022, My sister, my husband and myself were scheduled to have virtual Covid test for travel. The time was set for 6:00PM, however there was no link at that time. No emails or phone calls answered. Much later that evening (9:45) I did receive a link to try and I worked, however my sisters link did not work and she had to leave to get a test else where. The technician I spoke to said they would send a refund for one test because the problem was on their end. The name and confirmation the test was listed for is:*************************** Confirmation number: 45cc2626 I did pay for all three tests, used two and have not received a refund. The refund amount should be $28.45.Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In May 2022 we paid OnPoint Testing $258 for two covid tests for travel. They made the appointment in ******* **********. We live in ****! We canceled appointments and was told they would issue a refund. Last month, 10/2022, we sent OnPoint an email asking again for the refund. We received an email back from ********* at OnPoint wanting more information. We sent the required information via email. Haven't heard anything since. I tried to email them back but my emails have been blocked. The website I went through no longer comes up.We just want our money back.Initial Complaint
11/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I scheduled, paid and confirmed a virtual Covid test on September 28, 2022. I paid for the test with my credit card; however I was charged twice by OnPoint. The first charge went through on September 21st and was posted to my account on September 22nd. The second charge went through also on September 21st, but was posted to my account on September 23rd. In addition to being charged twice, the appointment time was cancelled twice due to no shows. Virtual Room 59 was a no show for the 6:45 a.m. - 7:00 a.m. Virtual MA10* cancelled the appointment scheduled at 7:00 - 7:15 a.m. I had a time restriction for which to complete the test. I had to go with another company. I am requesting a refund for both charges placed on my credit card (the initial charge of $18.99 and the duplicate charge, also in the amount of $18.99.Thank you.*******************Initial Complaint
10/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have planned travel from ****** to the ** via cruise ship that required a pre-boarding COVID-19 test.On Sept. 15, 2022, I created an account with OnPoint Testing, paid-in-full for the Certified Teleservice COVID testing for $13.99 from my credit card, scheduled and received a OnPoint Virtual Testing Confirmation email with a ZOOM link: https://us06web.zoom.us/j/87933272305 for my test date: Oct. 14, 2022.On Oct. 6, 2022, while in *****, I received an email from OnPoint Testing that my appointment was cancelled with no reason and no explanation. I immediately contacted OnPoint Testing via email (Request #******) as well as made a telephone call to OnPoint **************** for a reason and to re-instate my OnPoint Virtual Testing. I received a new email from OnPoint Testing establishing a Virtual Test session named "Virtual *******" with a *NEW* ZOOM link: https://us06web.zoom.us/j/84990913342 for my original October 14, 2022 appointment. Several email contacts from OnPoint had last-names (*************************, *************************************). I doubt if these are real people.On October 10, 2022, while in ******, I received another email from OnPoint Testing that my appointment was cancelled for a second time with no reason and no explanation. I immediately contacted OnPoint Testing via email as well as made a telephone call to OnPoint ****************. Both methods hit a brick wall with no response from OnPoint Testing.The next day on Oct. 11, 2022, I tried contacting OnPoint via email again and the email becomes "UNDELIVERABLE", and I discover that the OnPoint website is down and the customer CHAT portal no longer exists. I attempted to make a call to OnPoint Testing customer service after 30 minutes on HOLD, my call is disconnected.This company's deceptive business practices are despicable. They take your money and string you along till you get close to your test date and drop you as if I don't exist. I had to make alternate COVID Testing.Initial Complaint
10/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have planned travel from ****** to the ** via cruise ship that required a pre-boarding COVID-19 test.On Sept. 15, 2022, I created an account with OnPoint Testing, paid-in-full for the Certified Teleservice COVID testing for $13.99 from my credit card, scheduled and received a OnPoint Virtual Testing Confirmation email with a ZOOM link: https://us06web.zoom.us/j/87933272305 for my test date: Oct. 14, 2022.On Oct. 6, 2022, while in *****, I received an email from OnPoint Testing that my appointment was cancelled with no reason and no explanation. I immediately contacted OnPoint Testing via email (Request #******) as well as made a telephone call to OnPoint **************** for a reason and to re-instate my OnPoint Virtual Testing. I received a new email from OnPoint Testing establishing a Virtual Test session named "Virtual *******" with a *NEW* ZOOM link: https://us06web.zoom.us/j/86837213680 for my original October 14, 2022 appointment. The first email contacts from OnPoint had last-names (*************************) then later emails had first names only (*****, *****). I doubt if these are real people.On October 10, 2022, while in ******, I received another email from OnPoint Testing that my appointment was cancelled for a second time with no reason and no explanation. I immediately contacted OnPoint Testing via email as well as made a telephone call to OnPoint ****************. Both methods hit a brick wall with no response from OnPoint Testing.The next day on Oct. 11, 2022, I tried contacting OnPoint via email again and the email becomes "UNDELIVERABLE", and I discover that the OnPoint website is down and the customer CHAT portal no longer exists. I attempted to make a call to OnPoint Testing customer service after 30 minutes on HOLD, my call is disconnected.This company's deceptive business practices are despicable. They take your money and string you along till you get close to your test date and drop you as if I don't exist. I had to make alternate COVID Testing.Initial Complaint
10/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On September 19, 2022, I paid OnPoint Testing $37.98 (via a bank debit card tied to my checking account) for two proctored/observed COVID-19 antigen tests, which my girlfriend and I needed for international travel, and the company was supposed to perform via Zoom on September 22.OnPoint provided us with two invalid Zoom links, leaving us unable to complete the required testing. We tried for more than 24 hours to reach a live person by telephone and reschedule. Finally, the company admitted there had been a technical problem, but never sent us alternative Zoom links or offered us any other remedy.By this time, with our cruise embarkation looming, we had no choice but to arranged with another provider, Rapid ************* to *******/observe the antigen tests that OnPoint should have. These tests were performed without a hitch on September 24, but at an additional cost of $42.88.After much wrangling by email - the company never answers the phone and rarely gives callers an option to leave voice mail - OnPoint finally agreed to refund our original $37.98 fee. The company said it would take up to 21 business days to process this transaction, and up to an additional seven business days for the money to appear in my account. I thought this was excessive for a purchase that should have been refunded immediately, but patiently waited.Fast forward to today. It has now been 38 days since my initial order and 35 days since OnPoint's failure to render the service I paid for. Numerous attempts to reach the company and inquire about the status of my refund, both by phone and email, have gone for naught. I have received neither my refund nor any communication from the company since September. Not surprising, as visiting onpoint-testing.com today reveals content.My bank says that because I authorized this debit card transaction, I am not a victim of fraud and depositor insurance does not apply. I can provide additional documentation, but this company clearly has ghosted.Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made an appointment for a Rapid Molecular LAMP Test (PCR test) on 9/28, for which I had to pay $122.55 upfront. My appointment was scheduled for 12pm and I arrived 10 minutes early to an empty building. Assuming they were on lunch, I waited until 12:15, at which point I called customer service. They said I would need to call back throughout the afternoon to see if anyone was staffing the facility.I called a few times when they finally told me that no one would be arriving that day. I requested a refund on 9/28 and on 9/30 I was told I would receive the refund within in 5-7 business days. When I emailed to check on the status, the email address came back as invalid. I've tried calling several times, but no one ever answers. I was essentially on hold for 10 minutes each time, at which point the automated message says they're experiencing high call volumes and to, "email on-pointtesting.com" (which would obviously not work).Their website (https://onpoint-testing.com) leads to nowhere.This company is recommended by the *************** and the Port of *******. I was in a sudden time crunch to get a covid test before traveling out of state for a wedding because of an exposure. I would like them to refund my balance, but if they are too dodgy and truly a scam, I think the City/Port of ******* should remove them as a recommended testing site to prevent future scamming attempts. Not sure if it's possible to remove them from ****** as well.I should also mention that googling the location where I had scheduled an appointment ************************************************************ no longer pulls up anything related to OnPoint. The nearest location that comes up in ****** is at ******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
59 total complaints in the last 3 years.
0 complaints closed in the last 12 months.