Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received a Scam email from the email no-********************************* Impersonating as a fake DHL delivery attempt failure. The email is for a link that asks for money to complete my delivery. I currently have no packages expected on top of this situation. The email is linking me to: *********************** which then directs me to: ***************************************************

  Business Response

  Date: 04/24/2023

  We are very sorry to hear that you received a spoofing email from  an erroneous @testing.com email address and we appreciate you bringing this to our attention.   Although we own the @testing.com email domain, we do not use the *********************************** email address. It is being spoofed by bad actor(s) impersonating **********. Spoofing is a technique used by cyber criminals to deceive users into thinking that the email is coming from a legitimate source when it is not.

  Although preventing a bad actor from spoofing an email address is not always possible, we want to assure you that we take the issue seriously and we are reviewing the security settings in our environment and plan to implement additional safeguards if appropriate.  We are continually monitoring our systems for any suspicious activity.

  Please feel free to reach out to us directly if you have any further concerns. We value your business and will do everything we can to ensure your safety and security.

  Sincerely, 

  ***************************, CMA

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I just wanted to raise awareness internally for their company so they could be aware of this security issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged my account unlawfully without permission almost $800 in one day. I did not give permission, I am not happy with this at all and they do not answer any of the numbers listed to talk to them. I am in the act of speaking to a lawyer if you cannot help me.

  Business Response

  Date: 02/27/2023

  Good Evening, 

  
  While it does not make up for the incident that occurred, we had notified our customers that were effected by the refunds that were processed in error via email with the following email:
  "Dear Valued Health Testing Centers Customer,
  We are informing you about an incident that occurred on Saturday, November 12, ********************************** orders you made with Health Testing Centers.
  On that day, Health Testing Centers completed a scheduled rebrand to Testing.com. During the transition, refunds were erroneously issued to customers who purchased orders through Health Testing Centers dating back to April 1, 2021.
  Please know that your personal information was not compromised when our system triggered a refund for these transactions. We apologize for any confusion or inconvenience this may have caused.
  Since then, we have been actively working with our merchant partner to resolve this issue and reverse the refunds as quickly as possible. Although we were advised that we would receive a notification before the refunds were reversed, the reversal process started without our knowledge on December 9, 2022.
  Our merchant partner has advised us that the refund reversal will show as a new transaction with your financial institution. The transaction amount will be the exact same as the original transaction for your order that was placed with Health Testing Centers, and the same amount that was refunded back to your account on or immediately after November 12.  If you were issued multiple refunds, all of these refunds will be reversed and will appear as new, separate transactions.
  Once this new transaction is complete, you will have paid for your fulfilled services in full and will not have an outstanding balance.
  We understand that the delay in resolving this issue has been incredibly frustrating. We apologize for this inconvenience and are committed to providing the best possible experience for our Health Testing Centers and Testing.com customers. If you have any questions, please reach out to our Customer Support Team at ************ or contact us at *********************************."

  In February 2023, our merchant partner completed the processing of these reversals for the refunds that were issued in error on November 12, 2022.  
  We sincerely apologize for the error that occurred in November and that it took the length of time it did for this to be rectified. If you would like additional information around the transactions, we can provide you with the transaction IDs that you may reference with your financial institution. Please email us at ********************************* and we will be happy to provide you with any additional information that we can. 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19507275
  
  I am rejecting this response because: Your company made a mistake over 6 months ago on a charge originally made over a year ago, and then charged our account over $600 in one day through 7 different transactions resulting in our account being overdrafted, overdraft fees, and 3 delinquent bills which we could no longer pay for, and were also charged extra fees for being late. I understand it was a mistake but its unlawful and not okay to just charge accounts all this money without warning or permission. I have claimed a fraud report with our bank and will continue to fight this issue. I called numerous times to speak to someone continually getting the message we are unavailable to take your call and was then disconnected. I am very unhappy with how this was handled and will be fighting these charges because of the problems and fees it has caused us. We should not be penalized and pay extra for a mistake your company made. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2023

  We are working diligently on responding to our customer phone calls and emails that we are receiving. We are more than happy to provide additional documentation for the original transactions as well as the refunds that were processed on November 12, 2022. We unfortunately do not have access to the transaction information for the recent reversals that were processed by the financial institutions as these were completed between the financial institutions. We would advise you to take the steps that you are currently taking, which would be to speak with your financial institution directly in regards to these transactions.  

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beware: As noted by another former customer, this company is randomly rebilling previously paid services without ANY contact with or notification to their customers. Today I notice that medical testing centers had rebilled my credit card for a service from June in 2021! Very similar to the other complaint, as the bank investigated the issue for me, we noticed that the company had credited my account several months ago (which I did not notice). Then, several months later they apparently attempted to recoup the credit! This is not good business or billing practices. It is also deeply disturbing that this company maintains people's credit card information to randomly charge which could result in unavailable funds for charges that have already been paid. If it happens again, I'm certainly going to contact my state regulator.For now, I am asking that the company remove my credit card information because I will never do business with them again. Under any circumstances.

  Business Response

  Date: 02/27/2023

  Good Evening, 

  While it does not make up for the incident that occurred, we had notified our customers that were effected by the refunds that were processed in error via email with the following email:

  "Dear Valued Health Testing Centers Customer,
  We are informing you about an incident that occurred on Saturday, November 12, 2022 regarding a previous order or orders you made with Health Testing Centers.
  On that day, Health Testing Centers completed a scheduled rebrand to Testing.com. During the transition, refunds were erroneously issued to customers who purchased orders through Health Testing Centers dating back to April 1, 2021.
  Please know that your personal information was not compromised when our system triggered a refund for these transactions. We apologize for any confusion or inconvenience this may have caused.
  Since then, we have been actively working with our merchant partner to resolve this issue and reverse the refunds as quickly as possible. Although we were advised that we would receive a notification before the refunds were reversed, the reversal process started without our knowledge on December 9, 2022.
  Our merchant partner has advised us that the refund reversal will show as a new transaction with your financial institution. The transaction amount will be the exact same as the original transaction for your order that was placed with Health Testing Centers, and the same amount that was refunded back to your account on or immediately after November 12.  If you were issued multiple refunds, all of these refunds will be reversed and will appear as new, separate transactions.
  Once this new transaction is complete, you will have paid for your fulfilled services in full and will not have an outstanding balance.
  We understand that the delay in resolving this issue has been incredibly frustrating. We apologize for this inconvenience and are committed to providing the best possible experience for our Health Testing Centers and Testing.com customers. If you have any questions, please reach out to our Customer Support Team at ************ or contact us at *********************************."

  Our merchant processing system finished processing these reversals in February 2023 and were transactions that were processed between the financial institution platforms only. Testing.com does not store nor have access to the credit card information that is used after a transaction is processed through the website. The payment information is managed through the merchant processor only. The only reference that Testing.com has to any payment is with a transaction ID that is generated from the merchant processor.  

  We sincerely apologize for the error that occurred in November and that it took the length of time it did for this to be rectified. 

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sorry, I'm not sure if this is a reasonable thing to report Just doing some very weird things with customers credit cards.I use them more than a year ago Several months ago I randomly received a refund from them and this morning I received a charge for the same amount I haven't used them since my initial time.I got what I paid for, but having an amount that large deposited and then withdrawn without me doing anything with the company is just bizarre and caused issues.

  Business Response

  Date: 02/17/2023

  On November 12, 2022, Health Testing Centers.com transitioned to a new ecommerce platform, as well as domain, Testing.com. On both platforms, customers are required to accept our Terms and Conditions prior to placing an order. When customers call in to place an order, an automated email is sent to the customer requiring them to accept the Terms and Conditions within 24 hours or the order will be canceled.  During this 24 hour period the customer's credit card is authorized but not charged.  When the Terms and Conditions are accepted, the card is charged, if Terms and Conditions are not accepted in the 24 window, the authorization expires, and the order is canceled.
  
  
  During this migration period, our technology team imported all legacy orders from HealthTestingCenters.com dating back to 4/1/21.  Due to an error in the code, the new platform at Testing.com mistakenly determined that the Terms and Conditions were not accepted within 24 hours for any of the historical orders, and subsequently canceled and refunded the payment source for each of those orders during that time frame.  The error was discovered within minutes and the merchant processor (Braintree) was notified.
  
  
  From the moment the error took place, we have been working with Braintree to resolve the issue, and ********* began charging each of these cards, the exact amount they were refunded on November 12.  This particular charge is one of those impacted.