ComplaintsforFulgent Genetics

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I had a COVID test back in September of 2020 with ******* Genetics, at the time I did not realize they were out-of-network until my insurance processed the claim and sent a check to me for payment. We were referred to ******* by the County of ***********, not aware that ******* was **** Since 2020 after receiving the check I called and emailed ******* asking someone to call me because I hadn't received a bill from them and I wanted to pay the amount of the check received. Didn't hear from ******* until July of 2021 and then in December of 2021, I have called ******* several times, have left several messages and have emailed several times. I finally heard back from a *** **** **** who sent me a link to pay the balances due but when I click on the link provided and enter the information provided I continue to get an error message. I once again have continued to call and email ******* several times, I even email**** **** back and have tried to reach his extension- *** but I keep getting the same message to email their client services email box which I have and sometimes I am able to leave a message. I am very ********** as I am trying to pay my bill but do not want to send my credit card information through the mail, I should be able to speak to someone and pay my bill over the phone or at least their link should work so I can complete the payment. I am very concerned because I do not want this to go to collections. I hope filing the complaint with the BBB will get someone from ******* to call me back. Just want to pay my bill.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/01) */ Patient received a Fulgent invoices because payment for the claim we filed to insurance was sent to her instead of Fulgent. We had sent her a payment link where she could process payment, but there was a system error that had prevented the payment going through. The error has been addressed and our team reached out to the patient the morning of 3/1/2022. Our team was able to speak with the patient and have settled the accounts. She seemed to understand the situation and was satisfied with the resolution.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 21st I ordered the free COVID kit and when I received it I activated the kit and the code went through I got 2 confirmation emails that it went through I did the sample and when I packed it all up and went to a Wallgreens to deliver it I get a notification saying "Unfortunately we were unable to process your sample while ensuring the accuracy of your results This can happen when a sample arrives without having been activated online or when a sample arrives later later than expected Because of this circumstance we have voided your order If you believe this is an error or would like to discuss potential next steps please reach out to us directly at *************************** I feel that it was there error because I ordered one on January 21 January 25 January 27 and the last one January 28 and all kits were activated I really think the Picture Genetics needs to take a look at there computer system cause everything was fine on my end and I feel that there the one's that was having computer problems

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/28) */ The unfortunate experience reported here is due to the delayed return of the sample to our lab. According to records, the user activated and mailed the sample on a Saturday. The FedEx system notes "Dropped off at FedEx OnSite-WALGREENS. Package received after final location pickup has occurred. Scheduled for pickup next business day" Due to FedEx's weekend schedule, the package got picked up from Walgreens on Monday and arrived at our lab on Tuesday. This puts the sample beyond our 48 hours limit for viable samples. Our instructions and website clearly indicate that tests should not be activated and shipped on Saturdays or Sundays, due to limitations with FedEx delivery.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 16th, 2021 I took my son to the ***** Care test site in ******** ** for a 1 hour (as advertised) PCR rapid Coid test. I made the appointment around 1 pm for between 4 and 4:30 that same day. I was told to expect results in one hour, ***** the $129 price tag. After 5 hours and still no response, I sent an email. After still not hearing I sent a follow-up email, as well as contacted the virtual messenger **** on the website. I was told that I needed to email and was promptly ghosted there. After checking back the next day and sending yet another email, I waited on hold during telephone business hours (they were closed when I called the night ******* Finally, an ********* who was incredibly rude, told me that they had "lost the ticket and didn't know why the results hadn't come in" (which was it??) and put me on hold three times during the ************* One of these times was, after asking me for my email, to email me yet again saying that customer service would get back to me. His attitude and ******** were hostile and when I called him out he said, ****** *********** This was then followed up with "things happen in life ma'am. ******** are ******* He had none of my information handy even when I provided him with the order name, my son's name, etc. He said that I would be refunded while gathering no additional information from me and hung up the phone. Had I known the test was going to take days (as of this email we have still not received results) I would have gone elsewhere instead of spending $129 that I can't even afford. I hope to both be refunded as well as warn others who are thinking about using this company that it is misleading and incompetent. I am far from the first complainant after doing some after-the-fact research. Shame on me for not having done so prior.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ I'm sorry to hear about your experience, however, ******* ******** does not offer any rapid antigen testing, nor do we charge patients directly for the testing we offer. You can view our current covid-19 test options here: *************************************** From the information and invoice you provided it seems like you were tested through Covid Clinic at their ******* location: ************************************ Unfortunately we would not be able to facilitate a refund from their organization as we are not affiliated with Covid Clinic. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because according to another claim filed Fulgent owns and/or is affiliated with Covid Clinic. Business Response /* (4000, 9, 2021/12/23) */ Hello, The Public Statement you provided is an apology ***** Clinic issued for leveling fraudulent accusations against ******* ********* It does not in any way indicate that Fulgent **** ***** ******* From the statement attached: "On December 7, 2021, we sent out an email concerning Fulgent Genetics repeating *********** that the company potentially ******* in illegal and ********* ***** We have since been informed that these *********** are ******** This is not a ******* **********

*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. ↩