ComplaintsforThe I.V. Doc

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At about 11:30am yesterday, I went online to book an at-home Covid PCR test (a nurse comes to you). I chose the 1pm option and the "rapid response" option for an additional amount. The company immediately charged my account $853.04 but I did not get a confirmation. I reached out to them and they said they were looking for a nurse to come to my house. At 12:30pm, I finally got a call from a representative of the company, *********, that said they had found a nurse and that I had booked two tests (one PCR test that gives results in ***** hours and one rapid test that gives results in 15minutes). I understood from the website that I was getting a RAPID PCR test (not two different tests). I had already taken a rapid test and could get a regular PCR (with results in ***** hours at CVS) so I cancelled. ********* told me I would have to pay $100 because the nurse was already on the way. I thought it was kind of cheesy since they had just confirmed that a nurse was even available but I accepted it. Today, instead of being refunded the $753.04 (the original cost minus the $100 for the nurse), I was charged ANOTHER $853.04. I called the company today and spoke with ******* and he said that they were booking it because instead of a refund I would be getting a "company credit" for a future service. I obviously do not want a future service from this company and would like to be refunded all of the money ($853.04 x 2 less the $100) = $1606.08.Thank you for your help in this matter!

  Business response

  12/13/2021

  In Response to ****** complaint, our website could not be more clear. When booking a service on our site it speaks to the details of each test offered. **** booked on his own through our site, which means he chose which service he would like to have preformed. Also in booking those services he agrees to our terms of service which I have attached. Our cancellation policy states there are no refunds for cancelled appointments once the have been secured by one of our nursing team members. There is also no double charge to ****. He was only charged the original amount of $853.04. There may have been a hold for the amount, but I'm sure if you reach out to him now that would have dropped off as it always does once we capture the charge in the system. Our policies are very clear in how we provide refunds or credits. In this case **** is responsible to pay for our services as we did have a nurse assigned for his request and they were on their way to his location. Please let me know if there is any more information that needs to be provided regarding this complaint. 

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