Complaintsforimaware

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered men&#**;s testing for blood and their website brought up women&#**;s testing when I entered the code. Before I could change it they charged my card ******. I have contacted them and been unable to reach them to get my money back or correct the error.

  

  Business response

  06/12/2024

  Hi there, 
  

  Thank you for your feedback! Providing an exceptional patient experience is our top priority, and we have escalated the issues you encountered to our internal teams for review and improvement. 
  
  After reviewing your account details, our team had worked closely with you and our internal teams  to ensure your sample made it to the lab for processing. We're pleased to see that your sample has been fully processed. Please accept our sincere apologies for any inconvenience or errors that *** have occurred during your testing experience. We truly value your feedback, as it helps us identify areas where we can improve our services and deliver the best possible care to our patients.
  
  If you have any other questions or concerns, please don't hesitate to reach out to our team. We're here to support you every step of the way.
  
  Wishing you good health,
  
  The Imaware Team

  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sent in sample for celiac testing at end of December. Lab scanned as received on January 4th. Results should be back within 7 days. It has been 2 weeks and no results and No response to my emails asking about when I can expect my results. Just wanting a response from company about my results. Feels like a scam!

  

  Business response

  01/19/2022

  Thank you for reaching out about your experience. We take our patient experience very seriously and work to respond to all emails in one business day. Looking at our correspondence, you reached out to us 1/17/2022 and we responded 1/18/2022 letting you know that your sample was incorrectly marked as ready and you prematurely received the "results ready" email. Unfortunately, we are encountering a technical issue with the laboratory and we estimate that it will be resolved by the end of the week. In an effort to acknowledge the delay, we refunded your order completely on 1/14/2021 and provided you and the other three members of your family $99 coupons for a risk-free experience. You shouldn't have received such a delay whatsoever, which is why we fully refunded you and you'll still be receiving your results once the technical issue is fixed. Additionally, we are putting measures into place to prevent future delays. Please let us know if there's any other concerns that we did not remedy or inform you about prior to this review, and we'll ensure they're handled. You're always welcome to reach out again via ************************************* with further questions beyond the information we've provided both via email and in this correspondence. In the meantime, we're looking forward to getting you your results!

  Customer response

  01/19/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  It's fantastic, I guess, that they refunded the fee but I didn't send my blood in to get hideously delayed results(no results yet). Had the company provided the service I wouldn't have to file a complaint. As it stands, I have a refund and they have my blood and didn't provide the service. If the BBB thinks that's invalid complaint, it's no wonder the BBB is looked upon as a useless entity.
  
  Regards,
  
  
  ***********************
  

  

  Business response

  01/28/2022

  Hi there! This customer's results were provided to them on 1/21/2021. Since imaware strictly follows all HIPAA guidelines, is against HIPAA to disclose a PDF of those results for proof. However, I assure you this customer's results have been available on their portal since 1/21/2021 as noted directly on her results which I've been able to capture in a mini screenshot. Additionally, since we were not able to provide the service as promised (within 7 business days) and refunded this customer along with still providing the customer their results after working through the delay, we consider this case closed.

   

  If the customer has any issues accessing their results, they're more than welcome to contact us at *************************************. Please note that we do respond in one business day, and this excludes holidays and weekends as those are not business days. 

   

  Thanks!

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sept 30th, 21 transaction date The return tracking number of this kit doesn't show return tracking to imaware.com Yet you posted on your website my results that are supposedly negative This is just upsetting, please refund.Thank you

  

  Business response

  10/21/2021

  Hello! We truly appreciate your recent feedback about our services and we would love the opportunity to answer any of your questions about your results. We did make a few attempts to reach out via phone and email to hopefully clarify any confusion, but it seems that those contact methods are no longer in service. We understand that the third-party package tracking software was not showing movement on your package and it caused some uncertainty when you received your results. We apologize that this happened, but the good news is that if you type that same tracking number into the couriers website directly, it will take you to their tracking information here (https://www.ups.com/track?loc=null&tracknum=1Z464AY40292200432&requester=WT/trackdetails). *** was your courier as displayed on the portal and their website states that your package was dropped off on 9/30/2021 and delivered to our laboratory partners on 10/4/2021 to which it was immediately tested. You then received your results on 10/5/2021. Please let us know if you have any questions for us!
  

  Customer response

  10/21/2021

  Complaint: 16015210
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  I did NOT receive the correct results of the test

  Total waste of money & time

  

  Business response

  10/22/2021

  Hi! All of our laboratories follow all CLIA guidelines and there is strict internal protocol that our laboratory partners follow that would prevent you from receiving any results if your sample never made it to the laboratory. However, we understand your frustration with your tracking number. It is our goal to ensure that youre confident in your results and happy with your experience. Weve refunded your original method of payment, to which you should receive a notification for shortly, and you should see funds go back to your card within 7 business days. Please let us know if you have any questions!
  
  

  Customer response

  10/22/2021

  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.
  
  Regards,
  
  ***************************

*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. ↩