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:03/24/2024

  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 is extremely misleading. They claim that these Covid tests are free and that is absolutely false. They took two weeks to ship my Covid test which defeated the entire purpose because I had already recovered by that point and now they want to build me for it. Do not trust this company. It is a total waste of your time. RUN!!!!!!!

  Business Response

  Date: 04/03/2024

  Hi ******,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on February 3, 2024 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fever, Cough, Fatigue, Headache, Sore throat, Nausea.
  
  In our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on February 3, 2024. While the last shipment was processed on February 15, 2024. Unfortunately, at the time when you reached out to us to cancel the order on March 24, 2024 we already managed to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.

  
  Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at **************** Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind Regards,
  

  
  

• Initial Complaint

  Date:03/23/2024

  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.

  You keep sending me test kits for covid/ **** and billing my insurance. I have never ask your company to send these kits. If you have anything that says I requested these items then it has been a case of fraud. Please discontinue sending these kits to me and stop billing my insurance.

  Business Response

  Date: 04/03/2024

  Hi ****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on January 8, 2024 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fever, Chills, Difficulty breathing, Fatigue, Muscle or body aches, Headache, Sore throat, Congestion or runny nose.
  
  In our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on January 8, 2024. While the last shipment was processed on March 18, 2024. Unfortunately, we did not receive any cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.
  
  Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind Regards,
  
  

• Initial Complaint

  Date:03/22/2024

  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.

  I thought I was ordering the free Covid test from the government because it said the test were free, after I put the information they wanted in it said something like there could be a charge so I didnt finish submitting at the end.This was in December.Humana paid once on 12-17-2023 and again on 12-18-2023.I have not opened or used the product that they sent.Now the post office shows that Fast Labs is sending more product that I didnt order.All I want is for them to quit sending this to me. I can take pictures of the products and the insurance summary where they paid.

  Business Response

  Date: 04/04/2024

  Hi *******,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on December 18, 2023 for 2 *** and 8 Antigen, under your name *********************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fatigue, Sore throat, Congestion or runny nose.
  
  In our order form we have a default quantity of tests. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit is required to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 18, 2023. While the last shipment was processed on March 13, 2024. We didn't receive any cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any. The reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.
  
  Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we did our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind Regards,
  
  

• Initial Complaint

  Date:03/20/2024

  Type:Delivery 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.

  Order two free covid test and received 2-6 received two more at $325.00 2-7 received two more at $325.00 3-7 received two more at $325.00 3-8 received two more at $325.00

  Business Response

  Date: 03/25/2024

  Hi ********,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on February 7, 2024 for 2 PCR and 8 Antigen, under your name ******************************* with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Chills, Loss of taste/smell, Medical referral.
  
  Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  We were able to receive your order cancellation request, and we managed to cancel the remaining schedule orders. To be precise, we were only able to shipped 1 PCR and 7 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:03/19/2024

  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 has sent out multiple Covid tests over the last 6 months that I DID NOT request. The tests are incomplete and not usable but they have billed my insurance company. The insurance company paid more than $300 over these 6 months. They should refund the insurance company as soon as possible.

  Business Response

  Date: 03/25/2024

  Hi ******,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on September 25, 2023 for 2 PCR and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Medical referral.
  
  Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on September 25, 2023. While the last shipment was processed on February 19, 2024. Unfortunately, we were not able to receive any order cancellation request, so we were able to ship all of the test kits. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders. Since all of the test kits have been shipped, we will no longer send you any test kits and we will no longer contact you. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:03/16/2024

  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 received a COVID test kit from FAST LAB TECHNOLOGIES on 02/23/24 that was advertised online as a free test kit. **** **** **** **** **** **** **** **. I did not use the kit. I had no COVID symptoms. On 3/15/2024 I received additional testing materials **** Tracking **** **** **** **** **** **** ** that I did not order. I contacted Fast Lab and via Chat session told them to stop sending these materials and that I did not want to use their free kit. I was told my insurance will cover the cost of the test kits and if I chose not to use the kit there may be a direct billing to me. Quote "Therefore we strongly advise using the *** test"I do not want to use this kit that was advertised as a free COVID test kit and I am being threatened with a billing if I don't use it.

  Business Response

  Date: 03/29/2024

  Hi ****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on February 23, 2024 for 2 *** and 8 Antigen, under your name ************************* with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Cough.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  We were able to receive your order cancellation request, and we managed to cancel the remaining schedule orders. To be precise, we were only able to shipped 1 *** and 7 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any. We do want to apologize for the delay of the shipment process.
  
  We want to clarify that we are not in any way threatening you for using our *** test kit. It's just that, it is how we intend our patients to use the tests they ordered. Please be guided that our Antigen/home test kit requires to come with our *** test. Our *** test is the most accurate way of detecting if you have COVID-19. We require our patients to return the *** test kit as it needs to be process through our laboratory for getting the result accurately. On the other hand, you may keep the antigen test kits for future use as long as it is not expired and you will see the details on the box. You can always reach us for fast result and we will be happy to assist you.
  
  As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 04/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/15/2024

  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.

  Fast Lab. I received a covid test I dont remember ordering. I was looking but it did not go through on my end. It was about a merry when it showed ip. I keep getting things in the mail from them to go with covid test. I do not intend to pay for any of this. I have tried to get in touch with them but cant. I will *************** back if I have a correct address. Will not use any of the kits.

  Business Response

  Date: 03/25/2024

  Hi *****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on January 31, 2024 for 2 *** and 8 Antigen, under your name *********************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fatigue, Muscle or body aches, Headache, Sore throat, Congestion or runny nose.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days.  To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on January 31, 2024. While the last shipment was processed on March 19, 2024. Unfortunately, we were not able to receive any cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:03/14/2024

  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 September 28, 2023, October 1 , 2023 and October 19, 2023 Fast Lab shipped unsolicited Covid 19 tests to my home. I had never heard of Fast Labs and was surprised to receive these test kits, Initially, I thought this was follow-up/additional kits sent from the federal government because I did request and receive test kit from the federal government. Then on October 22, 2023 my ************** Advantage plan received a medical claim from Fast Lab for $325; ******** did not pay any of the amount thus the $325 was indicated as my share. Needless to say I was shocked and wondered how Fast Lab go access to my ******** plan.I did contact Fast Lab via email, however I have not heard from them.I cannot afford to pay for something I never ordered nor needed. Please help

  Business Response

  Date: 03/25/2024

  Hi *********,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking our system, there was an order placed on September 25, 2023 for 2 PCR and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Loss of taste/smell, Diarrhea.
  
  Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on September 25, 2023. While the last shipment was processed on October 19, 2023. Unfortunately, we were not able to receive any cancellation request, so we were able to ship all of the test kits. We checked our records and it shows that you reached out to us on January 30, 2024 to address your billing concern. One of our customer support was able to assist you and informed you about our process. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that we are not funded by the government and we do not have any affiliation with any government entities. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from Fast Labs is just a run-around.  I had never heard of Fast Labs until I started to receive Covid 19 test kits. Since the kits came unsolicited I did not see any instructions to stop the shipments of something I never requested.  As previously stated when the federal government announced that FREE test kits were available, I used that site to request my free test kit.  Furthermore, it is concerning to me as to how, why the Fast Labs had access to my name, address and ******** billing information.  And when I received the packets I did not have any reason to open the packets immediately as I did not have any Covid 19 symptoms.  I want these charges dismissed immediately

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:03/14/2024

  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 had ordered a covid test kit , when I had covid. Now I have received so many kits. If this service is free, then I am okay.

  Business Response

  Date: 03/29/2024

  Hi *******,
  
  I hope you are doing well as I send you this email.
  
  As for the charges, please be at ease because you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/12/2024

  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 have never ordered ANY tests from this *** but I keep getting more and more covid and/or saliva tests from them. One tells me to return the sample to them and sent a return address label. I have an HMO and I do not NEED to use this co. I cannot reach them to tell them to STOP. Please stop. I have already filed one complaint but I do not see it here. So, I'm filing AGAIN.

  Business Response

  Date: 03/23/2024

  Hi *****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on January 19, 2024 for 2 *** and 8 Antigen, under your name ********************* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  We were able to receive your order cancellation request, and we managed to cancel the remaining schedule orders. To be precise, we were only able to shipped 1 *** and 7 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Please be guided that our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. The Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Furthermore, please know that we are not funded by the government and we do not have any affiliation with any government entities. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  With regards to the accommodation through our phone number, we do apologize as we no longer use our mainline as our primary source to reach us out, we have live our customer service through chat and email. Please know that our phone number which is our mainline before is now used to direct you to our service desk at fastlabhelp.com. There is no actual person on the line but you can record your inquiry and we will contact you as soon as we receive your recording. Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************