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:07/30/2025

  Type:Sales and Advertising 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.

  I took part in a blood work assessment to check LP(a) with Care Access. I had my phone call to go over test results already. However, I have not received the $45 that was promised as of yet. I have emailed ********************************** multiple times regarding this but the situation has not been resolved.

  Business Response

  Date: 08/04/2025

  Hi ******, thank you for bringing this to our attention, and we apologize for the delay in receiving your compensation. This was a mistake on our end, we did not meet the level of service that Care Access strives for. We understand that you spoke with a member of our team on 7/31, that your card has been funded, and that you were given a direct line to contact the team member should any issues arise with the stipend card. Again, please accept our apologies for the inconvenience.

  
  For any other future questions, please contact us directly at ************** or email ********************************** so we can assist you promptly. 
  We appreciate your participation and your patience.
  

  
  

• Initial Complaint

  Date:07/04/2025

  Type:Product 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.

  Care Access took blood to check Lp(a) June 12. Email with attached results rcvd 6/16. Attachment requires a password. Got automated voice instructions for opening a ticket. Ticket #***** opened 6/16. Email from labresults@careaccess replied that within 24 hrs a personal representative would reach out to me. They did not. I called the number on the brochure given to me the day of blood draw. No answer. Left vmail. No reply. 6/20 rcvd another email from Care Access stating results would be coming. 6/24 I drove to the Care Access in *******, ** and asked for help. She was very nice. Said she could not print my results since her location did not do the blood draw. She said she would reach out concerning my ticket and have them respond. To date, no one has provided results that can be reviewed. ******* office apologized and confirmed this issue happens often. I told them I would reach out to BBB as a last resource. They agreed it may take that. Si here I am. Help, please. I want a copy of my results that can be opened. No more run around.

  Business Response

  Date: 07/11/2025

  ****, were sorry for the inconvenience and frustration caused by the confusion about your test results password. A member of our team attempted to contact you on 6/26 and again on 7/9, leaving a voicemail on each occasion. We also sent a text message that included a direct phone line for you to call. If you are still in need of support, or your contact information has changed, please contact us using that direct number. Thank you for bringing this to our attention. We appreciate your patience and the opportunity to improve our processes.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Just to correct the response from Care Access.  There was one call made by *** who left a voice mail July 9th.  I returned the call same day and spoke with *****.  She said an upgrade had been done which was the likely culprit.  She resent the results via email.  She then attempted to send a password to use on order to open the results file.  It did not arrive so she sent the password via text to me.  She was great!  So now, this can be closed.  Thanks!!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/03/2025

  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.

  On June 25, I made an appointment for a free Lp(a) blood test with Care Access in *********, ********. In order to compensate me for my time and travel, I was to receive a $45 stipend. My appointment was scheduled for July 1, 2025 at 2:00 pm. Between June 25 and June 30, I received four emails from Care Access (a confirmation on June 25, a reminder on June 27, a pre-appointment questionnaire on June 29, and a second confirmation on June 30) and two text messages (a confirmation on June 25 and a reminder on June 30).On July 1, I arrived at Care Access at 2:00 pm, and I rang the doorbell as the confirmation emails had instructed me to do. The woman who opened the door asked me if I was there for the Alzheimers study, and I told her that I was there for the Lp(a) blood test. She then instructed me to have a seat, and she left the reception area.A few minutes later, she returned and asked me if I had received a confirmation, and I told her that I had. She once again left the reception area.When she came back, she told me that the person who draws the blood was out that day but that they were going to try to find someone else to do it. A short while later, she informed me that the other person was not available to do the blood draw. She asked if I could come back the next day. However, I told her I could not return on July 2 because I had an interview scheduled that day. She then asked me if I could reschedule the blood test on a different day, and I said that I could.I asked her if I would be compensated for my time and travel, and she advised me that she would have to check with her supervisor. When she returned, she told me that her supervisor said that I could not be compensated because I did not take the blood test.I kept my scheduled and confirmed appointment. No one from Care Access notified me that they could not do the blood test that day, and it was their fault that they were unable to do it. Therefore, I should be compensated for my time and travel.

  Business Response

  Date: 07/14/2025

  *****, we sincerely apologize for the inconvenience you encountered during your scheduled visit and for the unforeseen staffing issues on our end. This does not represent the level of service we strive to provide for our participants, and we have investigated what went wrong to ensure it doesnt happen again. 

  You honored your scheduled and confirmed appointment, and we acknowledge that the inability to proceed with your blood draw was due to circumstances on our end. We agree that your time and travel should be respected. 

  A member of our team has since left you a voicemail ensuring that you are being appropriately compensated for your time and travel. We truly appreciate your patience and the opportunity to make this right. Thank you again for bringing this to our attention.
  
  

  
  

• Initial Complaint

  Date:05/31/2025

  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.

  I made an appointment with Care Access around about 5/13/25 at 9:15am, for a heart and kidney test only. And was compensated $45 for the visit by the phlebotomist. I do not know what his name was but remembered that he was a ******** ****. I saw on their wall that they also tested for the liver. And asked if I could participate in the study and was told yes. After blood was drawn I was told by the phlebotomist that I wouldn't receive payment the day of visit. But to wait at least four weeks out and would receive a payment by then.I called *************, on 5/28/25 to explain to the Care Access Team Member that I hadn't received payment for the liver test. And was told that a request would be put in and to wait for a deposit on my card for $45 within 24 to 48 hours. I checked my card on 5/30/25 and no deposit was there. And called ************* explaining the situation. I also stated that I called the testing sitea during the exact same day on 5/30/25, and left a message at **************,a but ***** returned my phone call. The Care Accessa Research Clinic location that I visited address is: **********************************************************The receptionist that I spoke with name is ******. She was very sarcastic and created a false narrative that she didn't see any notations on my account for additional payment. I told her to call the testing location directly for clarification. She refused to and made up a lazy excuse that there's over 100 locations in the system. It doesn't matter how many numbers are in the system when they're categorized by state, location and contact information. Which would make it easy to call for resolution. I asked to speak with the manager **** *******, who said I was to receive one compensation. She said her system is aware of the phlebotomist name who did the lab work. As well as the team member who promised me compensation. But she refused to accommodate payment based on being told twice that I would be.

  Business Response

  Date: 06/10/2025

  Hi *********, thank you for bringing this to our attention. Were sorry for the confusion and frustration this situation has caused you. After reviewing your case, we can confirm that a team member has contacted you and that your payment has been processed and mailed.

  To clarify, liver testing is part of the overall health screening process and does not include an additional payment beyond the original $45 you received. We recognize that there may have been a miscommunication during your visit and are pleased we were able to connect and reach a resolution. We apologize again for this confusion.

  If you have any additional questions or concerns or do not receive your payment, please dont hesitate to contact us at ********************************** or call us directly at **************.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I reject Care Access response because ******* ******* sent me an email apologizing and stated for me to confirm my address to send a card in the mail for an additional  $45 for the liver test. And stated that she needed to review the recorded conversation that I had with a representative that the additional payment would be sent to my home. However, I never received it and called ******* ******* in regards of the situation. 

  I attached an email from ******* as well as a voicemail on 6/2/25, to confirm my address and I told her it was on record during the date of visit. She labeled the situation as a misunderstanding and I replied that it wasn't. ******* is the third ****** to promise me a payment in addition to the phlebotomist and Care Access Representative. I received the card in the mail on 6/9/25, but there wasn't any funds on there as promised. ******* acknowledged that they owed me, now she's going back on her work. This is a form of bait and switch.

  I asked a question as to why additional blood was drawn and I have yet to receive an answer. In the original complaint I said one extra vial of blood was drawn. One was for kidney and heart, the second was for the liver. And would like to explain what the third one was forl
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. If I wasn't owed an additional $45, why did ******* reach out via phone and email to confirm an additional payment with an apology?

  I need a date as to when will funds be uploaded to my new card that I just received yesterday on 6/9/25. Please answer all of my questions and the email that I received from ******* ******* to confirm payment.

  Regards,

  *********

   

   

  Business Response

  Date: 06/16/2025

  *********, thank you again for following up and detailing your concerns with us. We have confirmed the stipend card has been funded. ******* emailed you on 6/11 to inform you of this, so please let us know if you did not receive her email.

  From 6/12 through 6/15, another team member, ***, also attempted to reach you by phone and left voicemail messages with his direct phone number to help answer questions and resolve any outstanding issues. We hope that you will call him back so he can help answer and address any remaining questions. 

  We appreciate your feedback and your frustrations, *********, and remain committed to resolving any outstanding issues.
  

  
  

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:05/08/2025

  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.

  I went to a health screening that was for heart and kidney screening they did blood work test results would not be available for 3 weeks a consult was scheduled to call me back to go over my results in which they did schedule I took off work early for phone consultation no one called and my results have not been given to me I have left messages with no return phone call no test results in which they have they now have my personal information and blood work they offer a free health screening and will not produce my results I believe care access is obtaining information from people that come in and is fraudulent

  Business Response

  Date: 05/15/2025

  ****, thank you for reaching out and sharing your experience. We apologize that we were unable to connect with you on your scheduled date to provide your test results, and are sorry for the frustration and concern this has caused. We understand that you have since spoken with a member of our team who delivered your test results, and that you have received a copy of your results via email.

  We are always working to improve our processes. If you have any additional concerns, please dont hesitate to reach out to us directly at ********************************** We appreciate your patience and thank you for bringing this to our attention.
  

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair 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.

  My husband and I had blood drawn by "Care Access" on March 20, 2025.A 'doctor" called us the following either Monday March 24th or Tuesday March 25th, and read our results to each of us during the same phone call. He also told us the results would be emailed to us afterwards so we could discuss the results with our family doctor. He talked so fast, and we are both older people and neither of us can "understand" what people are saying when they talk fast and we were not able to write down the results. Since never receiving the results, after the call, I have contacted Care Access several ways, email; Messenger and ********, and they have IGNORED every contact made to them. We only want our test results that we were promised!!! Before we went to get our tests done, we signed up with the SAME email address ********************** -and the SAME phone number. The representative INSISTED we had to have 2 separate email addresses so we gave her a second one. ***************************** I have checked them both numerous times and they have sent nothing. I have checked our 'spam' box as well and there is nothing. Also we were told when we signed up that we would have the test pTau as well as the other tests. I also asked the representative at the sign in desk SPECIFICALLY about that test and she said we would be getting that test as well. My husband is a very "hard stick". He has to be stuck 2-3 times on a normal basis just to get any labs done. We would NEVER have signed HIM up except for the **** test just because of that reason. Sometimes they even have to get blood from the top of his hand which is VERY painful. We knew we both needed this test. The doctor *** called us with the results, told us BOTH, that the pTau test was NOT performed on either of us!!! They straight out LIED to us. We didn't go there for the little $45.00. We didn't even KNOW they paid people until we got there and heard people asking about money! We went just for the pTau test that we never got.

  Business Response

  Date: 04/16/2025

  ***** and *******, 

  Thank you for taking the time to provide your feedback. We sincerely apologize that your experience with Care Access did not meet the standard we aim to uphold. 
  

  We have confirmed that you both have since been in touch with a Care Access representative and that you successfully received your lab results via email. Additionally, we can confirm that the pTau test was indeed performed as part of your participation and the emails you received include the results of that test. We apologize again for any initial miscommunication regarding this.
  

  To ensure future questions or concerns are addressed promptly, please note that our team will not contact you through ******** or Messenger. For any additional questions, we kindly ask that you contact us through the phone numbers and email addresses provided on the Future of Medicine Informed Consent Form. Our phone number is ************, or you can contact us by email at **************************************************************.
  

  Again, we truly value your participation and feedback.
  

  
  

  Customer Answer

  Date: 04/17/2025

  All we wanted was the emailed results and we have received those. And FYI, I DID send two emails to 2 different email addresses trying to get the results. It is not as if I ONLY tried social media. I tried four different ways. 
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** L & ******* M *******

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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 feel used by Care Access. On 2-17-25 at about 7:30 am, I got a Care Access free health screening at their mobile location about a block from my neighborhood. They do Clinical research. So they are looking for participants for their studies. I rode my bike. Afterwards, they gave me $45 gift card and me sent an email. The email asked if I knew about their referral program. I did not. The email said I would receive $25 for each valid referral which are people who complete the appointment. I contacted my neighbors. Some contacted a friend and both used my referral link. I was notified that 30 valid referrals had used my link. My neighbor across the street and one on next street began doing their own referrals. I would estimate that more than 100 of my neighbors got screened because of me spreading the news. The referral program said I would be paid within 7-10 working days. I started calling them about the 8th working day. First I was told they were getting my payment approved. If it was approved, I was told I would need to complete a W-9 sent by them. I couldnt just get the form off *******.. I had to wait for them to email it. Ten days ago, I was sent a W-9. It wasnt the fillable kind. So I completed it at the library, scanned it, and sent them a copy the same day. Today is March 20 and I am still waiting to be paid my referral reward by Care Access.

  Business Response

  Date: 03/27/2025

  Hello ****, we apologize for any confusion regarding our Care for Friends referral program and the payment timeline. We understand that you have since been fully compensated for all qualified referrals. 

  Thank you for spreading the word about the health screening program. Due to the great response from your community using your referral code, a completed IRS W9 form was required for us to get your payment to you, and we appreciate your willingness to complete that form. 

  As we note in the program, it can take 7-10 business days (about two full weeks) to approve and send payment once we receive your W-9. We understand this wait can be frustrating, and we appreciate your patience as we strive to make payments within this timeframe. 

  Finally, as a reminder, per Care for Friends program guidelines, qualified referrals are people who are 1) new to Care Access, 2) schedule an appointment using your referral link, and 3) make it to their appointment, sign the health screening Informed Consent, and participate in the screening. If someone schedules an appointment using your link but does not complete their appointment, they are not a qualified referral. 

  We hope that we have resolved this issue to your satisfaction. Please reach out to us at ********************************** if we can assist you further about the Care for Friends program. We value your feedback and welcome any additional comments at *********************************************************.

  Customer Answer

  Date: 03/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  After my BBB complaint, Care Access sent me a payment that was less compensation than I expected. It was explained that several of my referrals did not show up.  I accept that explanation. We had a courteous discussion and I realized honest mistakes on both sides led to the expectation of higher compensation.  I provided suggestions for improvements on other issues. Our conversations ended on a positive note.  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I wish Care Access the best. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

  I signed up for a study with Care Access only to have a bunch of problems. They came to me telling me I should try one of their studies which I did. I was told I would get a gift card of ***** after I had my blood drawn. I was supposed to get the results and they just kept changing my appointment time. After many calls and emails that were ignored, I finally received a call saying that my blood work had been lost. I never received the money on the card that they sent me. I feel that this is false advertising and fraudulent misrepresentation. I am also asking for the results of my blood work as promised. This has caused me a great deal of stress and anxiety. I also lost other opportunities as a result of having to rescheduled around their schedules only to have them be "no shows." This was very disrespectful of my time and money. I had to turn down something that was going to pay me ******. for the day for the appointment with them and they did not even show up.

  Business Response

  Date: 03/28/2025

  Hi J. He, thank you for sharing your feedback. We apologize that your experience did not meet our high standards. We understand that a member of our team has already spoken with you to deliver your health screening results and to confirm that your gift card has been activated. We value the insights you provided in your review about the call scheduling issues and during your recent conversation with the team member. 

  As a reminder, the health screening you participated in is not considered a clinical study. Rather, by completing your health screening, you are now part of a program that along with access to health-related education and services also gives members the opportunity to join relevant clinical studies based on their health screening results and health history. Of course, the choice to participate in a clinical study is always optional.

  Please know that we take your feedback very seriously and we are actively working to enhance our processes. Again, we apologize for the delay in getting you your results, and we appreciate your patience.

  Should you have any additional feedback, please feel free to reach us at ********************************** or ********************************** if you have any further issues or questions. Thank you again for helping us improve.

• Initial Complaint

  Date:02/18/2025

  Type:Order 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.

  I signed up for Care Access to get a blood draw for a cholestrol study. I received the $45 incentive and they have a referral program. I posted my referral code on ******** and alot of people signed up under my referral which supposed to pay $25 per referral. I have not receive a single dime and it's been over 30 days. I have been calling since thursday 02/13/25 and I keep getting the run around. I was told since its over $600 I have to submit a w9. I emailed my w9 3 times since 02/14/25 and I never received a response. I was told on Friday after receiving my w9 my payments will start going through. I'm starting to think this company is a scam and they only pay you the incentive if you only have a few referrals. I was told today that sometimes they don't pay if you post an ad anywhere which doesn't make sense. How are you supposed to get the word out than? I posted on ******** and my groups I in with people that need the extra help and are the most in need for money and healthcare. I have bills to pay and it is not right that care access not paying me yet. What is the point of joining the ambassador program if they are not going to pay when you refer people. **********************************************

  Business Response

  Date: 02/26/2025

  Hello *******, we apologize for any confusion regarding our Care for Friends program. We understand that our *************** team has already reached out to you and that you have been fully compensated for all qualified referrals per the terms of service. 
  
  Qualified referrals are people who sign up using your referral link and complete their health screening appointment. If someone signs up using your link, but does not complete their appointment, then they are not a qualified referral and you will not earn the $25 incentive. Additionally, referral links should not be published or distributed where there is no reasonable basis for believing that all or most of the recipients are personal friends, per the terms of service. We hope that we have resolved this issue for you to your satisfaction. Please reach out to us at ********************************** if we can assist you further about the Care for Friends program. We value your feedback and welcome any additional comments at **********************************

• Initial Complaint

  Date:12/14/2022

  Type:Product 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 participated in a Lyme Disease Clinical Trial in *******. After passing the phone screening and arriving for an hour-and-a-half initial appointment (including drawing three vials of blood), I was deemed ineligible.They issued a $50 prepaid debit card as compensation for the study, but did not activate the card. It has been over two weeks since my initial visit, and I have emailed and called multiple times, but no one has gotten back to me. The compensations funds are inaccessible until the card is activated.I would like the card to be activated so I can access the funds, or a new, correctly activated card to be issued.

  Business Response

  Date: 12/18/2022

  Were sorry to hear your study experience with us has been anything less than stellar and appreciate all of your valuable feedback! Were actively working to improve our processes for a seamless patient experience and would love to make this right for you. Our team has been alerted and someone a team member will be personally reaching out to you directly in order to get this resolved as quickly as possible. In the meantime, please dont hesitate to send us any additional questions, concerns, or suggestions you may have.

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business in question contacted me to say they had mailed me replacement materials to resolve my complaint. I did not respond to BBB's communication because I gave the business the benefit of the doubt and assumed those replacement materials were on their way.
  
  Those materials have not arrived, and the business has not followed up.