ComplaintsforEverlywell

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a collection sample kit on 12/02/2023, order #R4DF3D879D for $186.75. I received a confirmation email immediately, it did not mention a subscription. I took the test on February 21, 2024 and sent it back to their labs. On June 3, I was charged for an additional $186.75 for a test I never ordered. I noticed the charge and email on June 7th. When I requested a refund, the customer service representative stated I had a semiannual subscription and that a refund was not possible. I was never notified I was entering into a subscription and furthermore, there is no way on the Everlywell site to delete my card information, which seems designed to make it hard (or impossible) for people to cancel. I believe they deliberately make their website, processes, and customer experience contact options difficult to navigate so they can quietly defraud people.

  Business response

  06/10/2024

  We're sorry to hear this customer has had such a frustrating experience with their subscription, and we sincerely apologize for any confusion.
  
  A review of our records indicate that the customer signed up for a Women's Health semi-annual subscription on 12/02/23. The customer's subscription renewed automatically on 06/02/24, and another Women's Health Test was delivered to their address.
  
  Per our Subscription Cancellation Policy, test kits ordered under a subscription are not eligible for refunds or returns.
  
  That said, we understand if the customer did not intend to sign up for a subscription. While our intention is never to create a difficult experience, we regret if the customer's subscription details were not clear. We appreciate their patience, and have cancelled their subscription effective 06/07/24 and issued a refund for their most recent renewal.
  
  Our team has reached out to the customer via email on 06/10/24 to confirm these actions, and we're hopeful that this has been resolved. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two Everlywell HbA1c Test kits were purchased from Kroger in April at a reduced price of $12.00 each at self-checkout. It is inferred through the purchase of the kits the business committed to provide two HbA1c test. The nature of the dispute involves the purchase of two HbA1c test kits that cannot be registered. Assistance was requested on the Customer Experience Team page. A reply indicated a receipt was required to assist me with the kits. The packaging suggests, Purchase, registration, and use are subject to the Everlywell User Agreement, which can be read at everwell.com/terms. The terms and conditions do not mention proof of purchase being required for any services. The Customer Experience Team web page states the following information is needed: Order Number (if possible), ************ Name of Purchaser, and the Shipping Address or Billing Address. Proof of purchase is not mentioned on the Customer Experience Team web page. The expiration dates on both kits are 2026-04-30, indicating these are not immediate-use items. It is not documented or logical for a proof of purchase be required when kits do not register at no fault of the consumer. I had requested the request be forwarded for further consideration by the Everlywell management team, as my next steps would be contacting the Better Business Bureau and the FTCs ****** of ******** Protection to request assistance with resolution and report bad business practices. I asked the Customer Experience Team member to provide information about the terms and conditions available to a consumer for review at the point of purchase, indicating that proof of purchase must be provided to get a replacement for kits that cannot be registered. The only replies I have received have asked for proof of purchase to replace the non-working kits. This seems like a way to sell a defunct product at the ultimate cost to the consumer.Best regards,*****

  Business response

  06/10/2024

  We're sorry to hear this customer has had such a frustrating experience with their HbA1c test kits, and we sincerely apologize for any inconvenience.

  While it is true that our terms and conditions do not state proof of purchase is required for replacement, this practice is standard policy across many businesses. Proof of purchase helps us to verify the transaction and ensures that we can assist appropriately. Without this verification, we are unable to confirm whether the product was purchased from an authorized retailer (e.g., Kroger, Target, CVS, ********** Rite ************************* Amazon) versus an unauthorized reseller (e.g., ************** Marketplace, unauthorized Amazon resellers, etc.).

  We'd like to clarify that this is currently advised in our Everlywell Refund, Cancellation and Replacement Policy: In order for our Customer Experience Team to assist you with your purchase, please provide proof of purchase in your inquiry [...] Products purchased through an unauthorized reseller are not eligible for any refund, cancellation, or replacement.

  We appreciate the customer's understanding in this matter.Our Customer Experience Team has reached out via email on 06/10/24 to offer additional assistance. We're hopeful this issue will be resolved shortly. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

  Customer response

  06/11/2024

  Complaint: 21817482
  
  I am rejecting this response because: *********** representative is making assumptions about where the product was purchased. The kits were purchased at ****** from a clearance bin and were within the expiration date. If the unique ID would register as it should, this would not be an issue. Why does the unique ID not register? Why would the product be placed in a clearance bin at Kroger? It appears this was a product pull for some reason. The test kit company, Everlywell, must feel compelled to sell products that do not provide the services offered. It is a shame this company must take advantage of a consumer to make money. 
  
  Regards,
  
  ***********************

  Business response

  06/17/2024

  We appreciate the customer's response.
  
  We would like to clarify that we are not assuming where the product was purchased. Rather, we lack visibility into where the product was purchased, as it was not purchased through everlywell.com. Proof of purchase is required for all customers as it helps us to verify the transaction and ensures that we can assist appropriately. Without this verification, we are unable to confirm that the product was purchased from an authorized retailer (e.g., Kroger, CVS, Target, etc.) versus an unauthorized reseller.
  
  From time to time, we make changes to our test kits for reasons which may include updating collection methods, or partnering with a different CLIA-certified laboratory to process a particular panel. The version of the HbA1c Tests purchased by the customer in April has since been discontinued. Another partner laboratory is now processing this panel, and the collection method has been updated. As such, their test kits can no longer be processed. As advised previously in emails to the customer on 5/16, 6/05, 6/07, and 6/10, we would be glad to provide updated replacement kits completely free of charge upon confirming proof of purchase from Kroger.
  
  We emailed the customer on 6/10 to offer guidance regarding alternate acceptable forms of proof of payment, and have yet to receive a response. We encourage the customer to review and respond to our email for further assistance.
  
  While we understand the customer did not find our initial response satisfactory and chose to reject our response, we hope this additional clarification is helpful. If the customer has further questions or needs additional support, our team is available via email.

  Customer response

  06/17/2024

  Complaint: 21817482
  
  I am rejecting this response because: Instead of recalling the product. The supplier, Everlywell, admittedly allowed a discontinued version of the HbA1c Tests to be sold. I am sure blame will be placed elsewhere instead taking responsibility for their product. Requiring a receipt from a grocery store purchase is the equivalent of charging for services not rendered. I will send both kits back in the postage paid envelope, so it costs EverlyWell something. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw an Everlywell provider on 5/2/24 who told me verbally and in writing that he would be sending a prescription to my home through a third party pharmacy. He never wrote the prescription. I've reached out half a dozen times through email and phone calls and no one from the company has replied with any answer to what is going on. Everlywell has already charged me about $50 and will continue charging me $140 each month. I haven't received any of the services promised, or even an acknowledgment or update on my concern. At this point I've asked that they cancel my membership. No response.

  Business response

  05/28/2024

  We're sorry to hear this customer has had such a frustrating experience with their membership, and we sincerely apologize for any inconvenience.
  
  As the customer mentioned, we can confirm that during the customer's initial consultation on 5/02/24, they were informed that a prescription was being sent to a compounding pharmacy near them. The customer followed up with our telehealth partner on 05/14/24 and 05/24/24 to request an update on their prescription, as they had yet to receive their medication.
  
  We sincerely apologize for the delay this customer has experienced, as well as for any miscommunication or lack of support in the interim. We strive to deliver seamless support for our members, and we greatly appreciate them bringing this to our attention so that we can work to improve their experience.
  
  We have emailed the customer on 5/28/24 to offer insight, as well as to advise that we're currently investigating available resolutions. We're hopeful this issue will be resolved shortly. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 27 I purchased the metabolism and food sensitivity test kit for myself and the food sensitivity kit for my boyfriend. We both have some known issues when eating certain foods and wanted to find out it there were any other foods that *** be contributing to our complaints. This testing had been recommended by a healthcare provider I see, but it was going to be very expensive through her, so I thought this test would be a more reasonable option, although still very expensive at nearly $500 for all the tests I purchased. Unfortunately, when the results came back, there are clear in accuracies in the test. The things that both my boyfriend and I know we cannot eat because we have reactions to either immediately or after the fact if we eat too much that builds up in our system or listed as safe foods for us to eat. When we know they are not. I feel like I cannot trust the other results provided being completely missed known sensitivities. I personally have also seen a nutritionist and done an elimination diet to determine the sensitivities. the excuses they gave us to why the test *** be negative did not make sense for my case. I feel they are providing false advertisement on their website as to what information they can provide and inaccurate medical information that could affect peoples health because of those inaccuracies. I am requesting my money back based on this information. they refuse to comply because the testing has already been performed. But the results of the test or the only way that I know they are product and advertise claims are a scam. Upon looking into further reviews, I have seen others complain of the same thing so this is an ongoing issue.

  Business response

  05/24/2024

  We're sorry to hear about any confusion regarding the intended purpose of the Food Sensitivity Test or the interpretation of the results.

  As explained on our product page, support site, as well as a previous email to the customer, the Food Sensitivity Test measures IgG reactivity, and the results are intended to be used as a starting point for a temporary elimination diet to help determine which foods are more likely to be causing any current IgG-mediated symptoms (delayed symptoms such as headaches, bloating, stomach/abdominal pain, and indigestion). A temporary elimination diet is the recommended next step after receiving results. Everlywell believes that providing this test aligns with relevant third-party research around the IgG tests usefulness in conjunction with an elimination diet.

   In our email communications with the customer, we've explained that the symptoms they described were not likely to be due to an IgG-mediated food sensitivity. We've advised the customer to continue to speak with their healthcare provider for further evaluation given their medical history, test results, and symptoms. The Food Sensitivity Test is non-diagnostic in nature, and is not intended to diagnose any disease or condition or to substitute for professional medical advice or treatment.

   This test is performed using validated techniques by a CLIA-certified and CAP-accredited laboratory, so we can be confident that it accurately measures the levels of the antibodies that it tests. All of the at-home sample collection testing we offer has been thoroughly validated against traditional testing conducted in doctors offices and clinics.

   As noted in our refund policy and advised to the customer, we are unable to provide a refund for a test kit when results have been delivered. We stand behind the accuracy of our results, and we are always available to provide as much insight and information as possible so that our customers can make the most of their results. We have strived to provide a comprehensive dive into the customer's and their partner's concerns, as well as provided numerous links to helpful resources including answers to frequently asked questions, a pre-recorded webinar hosted by a healthcare professional, and articles for planning a two-part elimination diet.

   If there's anything more we can do to assist, we encourage the customer to follow up with us via email.

  Customer response

  05/24/2024

  Complaint: 21755210
  
  I am rejecting this response because: I do not agree with the explanation. If there are known food sensitivities they should show up on a sensitivity test. Im not looking for a diagnosis, just what foods I can safely eat without a reaction. There have been multiple people that have had the same issue with this test so its not just me. I understand youre refusing to provide a refund which again I think is terrible that you took $500 from me and provided me with faulty information but I will not accept your response. Excepting it means that I am OK with it and I agree with your answer and I do not. You may choose not to provide me with any more information or a refund, but I maintain that the tests are not accurate and you falsely advertise what information you provide. And others need to be aware of this.
  Regards,
  
  *****************************

  Business response

  05/28/2024

  We apologize again for any frustration or confusion regarding the customer's Food Sensitivity Test results. We understand the importance of accurate health information and appreciate the customer's feedback.
  
  As well-documented and explained on our product page, support site, as well as previous emails to the customer, the Food Sensitivity Test measures IgG reactivity, and the results are intended to be used as a starting point for a temporary elimination diet to help determine which foods are more likely to be causing any current IgG-mediated symptoms (delayed symptoms such as headaches, bloating, stomach/abdominal pain, and indigestion). A temporary elimination diet is the recommended next step after receiving results.
  
  In several email communications on 5/23 and 5/24, we have thoroughly explained that the symptoms the customer and their partner described were not likely to be due to an IgG-mediated food sensitivity. We've advised the customer to continue to speak with their healthcare provider for further evaluation given their medical history, test results, and symptoms. The Food Sensitivity Test is non-diagnostic in nature, and is not intended to diagnose any disease or condition or to substitute for professional medical advice or treatment.
  
  Regarding the customer's refund request, our refund policy clearly states that we cannot provide refunds once results are delivered.

  We stand by the scientific basis and accuracy of our test results, and strive to help customers make the most of their results with comprehensive resources, including a webinar, numerous articles, and FAQs. We have provided the customer with all relevant information addressing their concerns through our email communications and aforementioned support materials. We encourage the customer to utilize these for further guidance.
  
  While we understand the customer does not find our response satisfactory and has chosen to reject our response, we hope this additional clarification is helpful. If the customer has further questions or needs additional support, our team is available via email.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their weight care program. I met with a nurse to prescribe. She went over a checklist. I went and got blood work. I was authorized for a drug prescribed drug that drug was not available based on a nationwide shortage. I attempted to reach out dozen times about this issue, and in the meantime, I was charged twice for the service, even though I requested cancellation before the first charge and then I waited and waited and got the runaround with more emails and then was charged yet again

  Business response

  05/06/2024

  We're sorry to hear this customer has had such a frustrating experience with their membership, and we sincerely apologize for any confusion.
  
  A review of our records indicates that the customer signed up for a monthly membership with a minimum 3-month commitment on 2/24/24. Although the customer initially requested an early cancellation on 4/06/24, they communicated several days later on 4/08/24 that they preferred to schedule a follow-up visit instead to discuss a prescription for GLP-1 medication. The customer scheduled a follow-up visit for 4/16/24, and our team considered their initial cancellation request to be revoked.
  
  During their follow-up visit, the customer was prescribed medication and given a care plan by their provider. Their monthly membership renewed as expected on 4/24/24. On 4/30/24, the customer informed us that they had been requesting to cancel for several weekshowever, as outlined above, they had continued to seek and receive care within that timeframe. Our team requested more information to better understand their request, though the customer did not prefer to provide added insight at the time.
  
  The following day, on 05/01/24, the customer called in to request a change in prescription, and subsequently scheduled a second follow-up visit on 05/05/24.
  
  Our team sincerely apologizes for any confusion regarding the customer's membership preferences. We have emailed the customer on 5/06/24 to offer insight and a resolution. We're hopeful this issue will be resolved shortly. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested my subscription be cancelled, in writing back in December 2023. My credit card was billed again and product was delivered in the mail despite requesting my subscription be cancelled. The business makes it impossible to cancel your subscription and takes advantage of consumers limited time to obtain a person to cancel and confirm the you will no longer be billed for your cancelled subscription. If my card is not refunded for the full amount and future billing does not desist I will pursue legal action for my own time and Natalists criminal subscription practices.

  Business response

  04/29/2024

  We're sorry to hear this customer has had such a frustrating experience with their subscription, and we sincerely apologize for any confusion.
  
  A review of our records indicate that the customer signed up for a monthly subscription on 10/29/23. Several months later, the customer emailed our team on 12/27/23 to (1) request assistance with updating their shipping address, and (2) request to cancel their subscription. On 12/28/23, our team replied to confirm that we had updated their shipping address and ask if they still wished to proceed with cancellation. As we did not hear back after that email, the customer's subscription remained active.
  
  We have cancelled this customer's subscription effective 4/29/24 and issued a refund for their most recent renewal. Our team has reached out to the customer via email to confirm these actions, and we're hopeful that this has been resolved.
  
  Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charged me for a kit I never ordered. I was a customer with ********************** in the past and ordered a few kits from them. I cancelled the subscription probably 2-3 years ago and haven't ordered anything in a year. I have not been receiving any ongoing subscription charges during this time, so I am very confident that my subscription was cancelled.This morning I got an email from ********************************** saying that an order had been placed for an "everlywell test" (no description of what the test actually was for) for $41. There was no shipping number and the order does not show in my accounts, although I was given an order number. My card was charged and the charge was from everlywell diagnostics. I can see my transaction history that it's the same company that my legitimate purchases were charged by, so I know that it's not a separate company impersonating everlywell. I also do not think I was hacked, because the kit was "sent" to an address that I used to live at several years ago. I had to cancel my debit card because of this. Everlywell does not have a functioning customer service line and the only assistance I received was through the virtual assistant. I cannot find this alleged item anywhere on the website and I do not believe it exists.

  Business response

  04/26/2024

  We're sorry to hear this customer has had such a frustrating experience with their subscription, and we apologize for any difficulties they've experienced with reaching our team.
  
  A review of our records indicate that the customer signed up for a recurring, semi-annual subscription on 04/25/23. This is separate from the subscription referenced, which was a monthly membership the customer was enrolled in between 02/09/21 and 12/20/21. Per the customer's request, their monthly membership was cancelled by our Customer Experience Team on 01/13/22.
  
  We believe that confusion potentially arose with their subsequent semi-annual subscription sign-up 15 months later, which renews every 6 months rather than on a monthly cadence. We have since been able to cancel this customer's subscription, and have emailed the customer on 04/26/24 to offer insight and a resolution. We're hopeful this issue will be resolved shortly. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought I was putting my card information into their system to be able to access the options they offered for weight loss. They charged an initial fee which I was fine with paying. I never received any consultation, lab kit, or absolutely anything of value from this company. They then proceeded to take $137 out of my bank account. Again, I have never utilized any of their services other than to get more information on what they offer. I had to call at least 5 times to get someone to respond to me regarding a refund. They said they would not refund me even though I have never used and do not intend to use their services. They can arbitrarily respond to this with their dates and times of contact like they do to everyone else. It means nothing and has no substance. Its a wackjob, no good company who just wants peoples money.

  Business response

  04/25/2024

  We're sorry to hear about any confusion surrounding our ************ cancellation and refund policy.
  
  The customer signed up for our ************ membership with a minimum 3-month commitment on 03/21/24.
  
  Per our cancellation and refund policy, the Everlywell ************ program requires a 3-month or 12-month commitment, depending on your plan. In certain extenuating circumstances, we will offer a refund or early cancellation.
  
  *************************************************************************************************************************
  
  At the time of the customer's cancellation and refund request on 04/21/24 (1 month into their membership), they had not yet met the eligibility requirements outlined in our policy.
  
  A member of our team reached out via email on 04/25/24 to offer insight and a resolution. We are hopeful that this issue will be resolved shortly! Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a vitamin d test and received notice that there was a problem with a sample. Received second vitamin d test and received another notice that there was a problem with the sample. However, with the second test, I highly doubt that it was user error given the care I took in completing the test. As an EMT, I can use a lancet to drawdraw blood in my sleep, practically. Research has indicated that there is a problem with vitamin D test throwing errors. Their customer service will not answer any questions about my test, including the name of the ordering physician, what lab it went to, and who the lab tech was, and cannot provide a photo of the sample as proof that sample was received (again, at least in my case). I now seem to be in a circular conversation with a bot or a bozo who speaks like a bot. I have called the company and been told I have a case and would be called today by a manager but was not in fact called today. I would like a full refund including shipping charges for the Vit D test and also a full refund for the new, unopened, unexpired Lyme disease test that I now suspect is likewise flawed. Also, at this point I would like to be paid $75/hr for every hour I have wasted on this nonsense or 1000 bucks, whichever is less... because corporations seem to have forgotten that patients' time matters.

  Business response

  03/28/2024

  We're sorry to hear about any confusion surrounding our Everlywell Refund, Cancellation and Replacement Policy, and of the processing issues this customer experienced with two of their kits.

  Per our Refund, Cancellation and Replacement Policy, if our lab is unable to process your sample due to improper collection, you are eligible for a replacement kit.

   Source: **********************************************************************************************************

  The customer purchased five (5) kits on 02/05/24. The customer completed one (1) of these kits and sent it in to our lab. The lab informed the customer on 02/18/24 that their sample was not able to be processed due to sample insufficiency. A courtesy replacement kit was offered and sent at no additional cost for the customer to try again. The lab received the customer's second sample on 03/16/24. Unfortunately, as noted to the customer in an email on 03/22/24, this was also unable to be processed due to sample insufficiency.

  The customer requested a full refund for this test on 03/22/24. Several days later on 03/25/24, they also requested a full refund for a second test of theirs that they had not yet completed. Our Customer Experience Team initially offered a courtesy refund for the first test (that was unable to be processed) less the cost of shipping and handling, and informed the customer that their second test was ineligible for a refund per our policy (cited above).

  After several email and phone communications between our Customer Experience Team and the customer between 03/22/24 and 03/27/24, we issued a full refund (including shipping costs) for their first test, per their request. Their second test is ineligible for a refund at this time per our policy.

  We reached out to the customer today, 03/28/24, to provide additional insight into why their samples were unable to be processed, as well as the details they had requested regarding the performing laboratory and approving physician. We explained that a full refund was issued for their first test on 03/27/24 and provided a refund receipt for their records. We also explained that their second test is currently ineligible for a refund, per our policy. The customer is welcome to complete this test within 5 months of the purchase date, also per our policy (cited above).

  We have also shared their feedback and concerns upwards through our organization for further consideration.

  If there's anything more we can do to assist, we encourage the customer to follow up with us via email.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been an Everlywell customer for several years. I had used their at home tests kits in years past without any issues. When they had a sale, I purchased several kits, to use for my family planning and general health. At the time of purchase, there was nothing on their website noting kits must be used within (x) amount of days. nor on my order confirmation, or shipping confirmation - did it indicate kits must be used within (x) amount of days. Even on the kits themselves - the paperwork and the boxes, the "expiration dates" say the year 2026! Upon completing recent kits, saliva/blood and all, which, need to be timed to once per month with menstrual cycle - upon online registering, I was told my kit was invalid, due to not registering within 3 months of purchase. I contacted customer service to inquire about these kits, assuming they would mail me new kits to replace these. At no time during purchase or post purchase, or within the kits themselves, was their a finite deadline that informed me, as the paying customer, that i had to use them by (x) date. To change the policy after the purchase, is deceptive marketing and just plain wrong.Their "customer service" did not even apologize for this, he simply said that all kits unregistered expire after 3 months and they are unable to provide a replacement kit. I do not know what happened to this company, but their customer service is disgusting now. I now have 7 kits, that I am unable to use apparently. If you know anything about these tests, they vary from $100-$200 each. This is an expensive price to pay, to throw money out the window. I feel scammed by a company that I had entrusted my health support in their hands in prior years, they decided it was OK now to change their policy post-purchase. Had I been told at the time of purchase that there was an expiration date, I would not have purchased kits in bulk - hello! Shame on you Everlywell, and shame on your poor customer service.

  Business response

  03/05/2024

  We're sorry to hear about any confusion surrounding our Everlywell Refund, Cancellation and Replacement Policy, and of the registration issues this customer experienced with two of their kits.
  
  Per our Refund, Cancellation and Replacement Policy, "All test kits must be registered and returned to the lab within 5 months of purchase. In addition, unregistered kits expire after 3 months."
  
  Source: **********************************************************************************************************
  
  The customer purchased eight (8) kits on 10/27/22, and attempted to register several of these kits on 02/29/24. Upon doing so, the customer received an error message for two (2) of their kits indicating they could not be registered.
  
  We reached out to the customer today, 3/05/24, to explain that this is because this particular test has since been discontinued and can no longer be processed by our partner laboratories. From time to time, we make changes to our test kits for reasons which may include updating collection methods, partnering with a different CLIA-certified laboratory to process a particular panel, or discontinuing a test altogether. We sincerely apologize for any disappointment this may cause. Our policy (quoted above) is in place to help ensure that customers are able to complete their tests prior to any potential updates, discontinuations, or expiration.
  
  We also clarified the distinction between the expiration date printed on the outside of the kits themselves versus the 5-month window outlined in our policy. We apologize for any confusion.
  
  We have assured this customer that five (5) of their remaining kits can still be utilized, and encouraged them to complete these at their earliest convenience to help avoid running into any potential updates or discontinuations. We have also shared their constructive feedback and suggestions upwards through our organization for further consideration.
  
  If there's anything more we can do to assist, we encourage the customer to follow up with us via email.
  

*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. ↩