ComplaintsforAzova Health

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid up front for a telemedicine visit to discuss women’s health. The “provider” did not see me via telemedicine (which I paid for up front) and then proceeded to say she did evaluate me. how could she evaluate me if she didn’t see me or talk to me through the video conference to ACCURATELY assess the situation? I have asked for a refund 5 times. I have escalated to managers and supervisors . I have been getting the run around. I have never been so disappointed in healthcare workers. I have asked them to make it right and they choose not too. This place is bogus

  Business response

  04/18/2023

  Hi *****. Thank you for reaching out. I understand your frustration at paying for an appointment that was completed through Secure Messaging instead of using a video connection. I attached a screenshot from our website which discloses that your appointment type would be completed through Secure Messaging. You would've seen this page when you were creating your appointment. The provider did provide Secure Messaging services to you, which is why no refund has been approved. We understand this could be confusing and we will issue a refund for this appointment. Please note when making future appointments whether the appointment is "Secure Messaging" or a "Video" visit.

  Customer response

  04/18/2023

  
  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.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a supervised antigen test and had to cancel it. I received no refund after canceling the appointment

  Business response

  08/31/2022

  Hi *****, 

   I see that your refund request was received by our customer support team. It can take between 3-5 business days to complete the processing. I appreciate your continued patience. I hope you will mark this issue as resolved. If you have anymore questions or concerns feel free to contact us at ********************************** or by calling **************. Thank you.

  Customer response

  08/31/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2021, I purchased tests for travel abroad. Due to Hurricane Ida we were not able to use the tests so we returned them, which took a month to process and received a return label in October with a tracking number, confirming receipt by Azova. I called multiple times afterwards on the status of the refund. The Azova reps continued saying the return claim was under review, they forwarded the issue to their billing department for handling, and I would be contacted within a few days for resolution, all of which calls went unanswered/unreturned and no refund issued. Finally in March 2022 after multiple follow up calls, the Company then told me that since the transaction was past 180 days I had to file a dispute with my bank and Azova does not hold any further responsibility. My bank does not file disputes beyond 60 days and this is specifically an Azova issue issuing a refund. This Company has conducted fraudulent activity by not providing a refund after returning the items within the defined and acceptable return period, to which I have wasted hours on calls for what one would expect to be an easy refund.

  Business response

  07/01/2022

  Hello, ***********. Thank you for contacting us. Our records show that your requests were not processed because the tracking number submitted was incorrect. We apologize for the inconveniences and our teams poor communication with you. Please email Coreen S***** at coreen.s*****@azovahealth.com for questions as we continue to look into the matter.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I setup 5 appointments with the provider to get covid tests in the mail and then have a telemedicine appointment to have a health care provider verify our results in accordance with US policy to return to the US from Europe by airplane. I purchased the kits on May 25th for $160. Order Number ****** I set up the appointments for May 29th. Since then the policy for traveling to the US from outside the country has changed and we no longer need proof of a negative covid test. I asked to cancel the appointments and get a refund. I said I would send the tests back but was told there are no refunds and all they could do was cancel the appointments. I would like a full refund of my $160 as we do not want the appointments.

  Business response

  06/23/2022

  I know this is very frustrating to have COVID testing requirements change in the middle of your travel plans.  However, diagnostic laboratory tests (including COVID testing kits) are non-returnable and non-refundable.  Customers acknowledge testing supplies are non-returnable and nonrefundable prior to completing payment.  Therefore, we are unable to offer you a refund on these diagnostic tests.  

  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 8th of June I purchased 7 On/Go Covid tests + video observations from Azova to use on return to the ** from Ireland. We are ** Citizens and the requirement has been to take a test 24 hours before return. On the 9th of June in the evening I received a notice that my order shipped.On the 10th of June the President of the ** stated that ** citizens will no longer need to take a covid test upon return to the ** starting June 12th. I called Azova on the 10th of June and explained that since my travel isn't until June 20th, my family and I will no longer have a need for these tests and asked if I refused to accept the shipment, could they refund my order. I was told that even if I refused the shipment, they would not refund my order. Regardless of the change to the travel regulations, Azova told me they would not work with me in any way. I made it very clear that I had not received the order and the rep confirmed this, she said on her end she saw that it would arrive late in the day on the 10th of June. I told her since I would not be opening the box, it seemed to me that it could not possible violate health regulations for these tests and given the circumstances, I have no use for $400 worth of tests and video observations. She was completely unhelpful and basically stated Azova would do nothing to work with me to resolve this issue.Azova should know that travel regulation changes are a risk to their business and be prepared to be flexible with customers who are trying to work with them. Being unhelpful in the face of a travel regulation shift frankly comes across a bit shady. These tests and observation are now irrelvant to me as they were specifically for this return to ** travel purpose.

  Business response

  06/21/2022

  Avi, 

  I agree that it is very frustrating to have the ** lift testing requirements during your travel plans. However, any ************************** device that is shipped to a customer cannot be returned.  Customers are made aware these tests are non-returnable and agree to this policy prior to paying for these diagnostic testing devices.  We hope you had a wonderful trip despite this frustration. 

  -AZOVA Healthcare

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Needed a COVID 19 PCR test for my travel and contacted Azova Health online on 12/14/2021. They scheduled an appointment for me at Plaza pharmacy LLC in ******* for a provider administer COVID 19 test on 12/24/2021 at 10:00 am after paying online. On the appointment day was at Plaza pharmacy by 9:30 am and met the provider at 10:00 am when she opened. She asked me to sit and wait and after about 20mins came out to inform me that she just got off on phone with Azova representative and they told her not to take the swab because ***** was not working that day and would not be able to mail the sample to their lab. With that said there was no sample taken from me and had to and have the test done at ******************************* MS ********* room same day. I contacted Azova immediately on 12/24/2021 for refund and they told me the their system showing I had the test done and that my case was closed. All attempt explaining to them from 12/24/2021 to 12/29/2021 was met with deaf ears

  Business response

  02/08/2022

  Hi *******,

  I am so sorry that you were not able to complete the appointment that you paid for. I have personally contacted the lab and they have informed me that the appointment was not completed. Based on that we are going to refund you for the cost of the appointment. If you have any other questions, comments, or concerns, please reach out to us at ************.

  Thanks,

   

  Azova

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Covid-19 test kit from Azova Health to be used when travelling. Their website states the kits will not expire before 24 months. The kit I received expires in seven months. This is also before I was meant to use it. When I reached out repeatedly to the company I was stonewalled. **************** would hang up, tell me completely different things, and in the case of using their online chat function, respond to me twelve hours later at for instance 2 am. I finally found out my request for a refund was denied because, although they do sell the kits to *********, they don't issue refunds to *********.

  Business response

  01/05/2022

  ******, I went ahead and refunded you for the kit. We apologize for any inconvenience this has caused you. 

  Thanks,

  *****

  Customer response

  01/05/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi , I purchased Covid test kits as required by US.Gov , only to find the requirement was changed, making the test kits redundant. My wife spent hours contacting AZOVA reguarding the return procedure resulting in a return label arriving 9'/25/21, the tests shipped out on 9/27/21, arriving at destination on 10 /4/21. We are very aware that with this cursed virus life is so very different so we waited patiently to hear back, Oct went, Nov went, 12/!13/21 we started a week of trying to get some sense from customer service, waiting hours to get through only for the line to go dead. When we did get through to customer service a 25 min hold, then asked for the tracking# and email address, told they would ring back in 30 mins, never heard any more. We attempted to get through three further times, no luck, yesterday after long wait got through explained our situation, line went dead. I am 74 yrs old, on a low income and could do with the refund to buy food and pay utility bills. I know many companies have tried and trusted refund policies which produce results within days and not months and do not use Covid as a cover for incompetence. This whole episode has caused my wife and I a great deal of suffering and hardship brought on on by the could not care less attitude which we encountered and does nothing to enhance the reputation of this Company. I want a full refund without any restocking or other charges that can be dreamed up at the earliest opportunity.

  Business response

  12/19/2021

  Hi *******, I apologize for the delay in receiving your refund. I put in the refund request in for you for the two UK bundles, as per discussed. You will be receiving the refund back to your card. Once again we apologize for any inconvenience this has caused you. 

  Thanks,

  AZOVA

  Customer response

  12/19/2021

  
  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. Provided it is a full refund and does not take a further three month to process.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I researched several providers and chose Azova to provide my COVID19 test for my trip that required it. Per their website, I ordered 3 (in case of a false positive). I only needed 2. I asked customer service PRIOR to ordering if I could return the test if not used and was told YES. I ordered them in October and took my tests on Oct 21. I called on Nov 5 and asked to return the one unused for a refund. I was told by customer service, he had to ask for that to be processed by the refund team and I would have an email with their determination within 72 hours. That was Nov 5. I rec'd NO email and have called several times and have sent messages through their patient portal customer service system. I get the same run around. Either the refund department is closed or not responding to their inquiries and for me to call back. Each call is 30+ min. I should NOT have to ***** to call to get resolution. It is now 2 weeks later and still no word from them. Per their policy the test must be returned within 30 days. We are getting close to 30 days and still no word. I would like to return the test kit (unused) and get my refund. They cannot tell me where to send the kit to or if it has been approved, etc.

  Business response

  11/22/2021

  ******** I am so sorry that this has been a frustrating experience for you. I'm going to send you out a return label immediately so you can send the kit back to us, and we can process this refund request. I will reach out to you personally to make sure this is resolved. 

• Initial Complaint

  11/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 21st, I purchased 2 at home COVID test that were to be proctored by AZOVA. On August 27th I entered the AZOVA health app queue at my appt time of 1630 to have by test proctored. They never answered, and they called be back 2 hours later. I requested a refund with Victor J (customer representative) that same day at 2337. AZOVA emailed the shipping return info on 10 September 2021. Product was returned to AZOVA 17 September 2021. I reached out to this company via their message portal on the following dates: 26 September 5 October 17 October 14 November I receive the run around and automated messages how the refund team will call me and they need more time to deliberate the incident.

  Business response

  12/13/2021

  ********, 

  We apologize that your experience here at Azova did not match your expectations. As discussed, we can't refund your kit for you, because we received it in damaged condition. We apologize, but our return policy states that returned kits to us must be in re-sellable condition for us to process a refund. 

  Thanks,

  Azova

*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. ↩