ComplaintsforAdaptive Biotechnologies Corporation

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Note: After following up on a previous submission, I talked with your customer service and she told me I had mistakenly submitted this complaint under the wrong category and not the complaint heading so please disregard the previous submission and except this one.Thank you 4-7-2022 Dear BBB, 3-30-22 Im making formal complaint against Adaptive ************* ************ /T-DETECT.com in the state of Washingtion. To me this is nothing more than corporate theft. My Doctor suggested I contact T-Detect because of some previous symptoms related to covid 19. I was told Id get an email or we will call you with that information as to where to go for the draw, I never got that info. So I waited for weeks and finally called to find out whats going on. The card had been charged $219.00 on 2-4-22 to Adaptive ************* ************ Wa. So after almost a month, I called T-Detect *************, T-Detect.com , *************************************************** to cancel the order. I talked to an individual, I think hes name was ******* but not sure about that, and mentioned I hadnt heard from t-dect in about a month, he mentioned I could go to any ******** lab,.. and at that point I said ..no,no, I want to cancel the order, He responded by telling me that I had to cancel an order within 24 hours otherwise theres no refund a long pause of silence on my part, then said, are you serious, he replied, yes another long pause on my side, I then said Im going to dispute this and Ill be in touch and hung up.I could not believe how poorly this was handled and how I was completely dismissed.***********************

  Business response

  04/08/2022

  Pursuant to Adaptive's standard process for managing **Detect COVID test orders, the complainant received a confirmation email from Adaptive acknowledging the order and an additional email from our telehealth provider (PWN) confirming its approval of the order.  If, as complainant did, a test recipient choose to have their blood drawn by our phlebotomy partner, LabCorp Corporation, the email from PWN also confirms that the order has been communicated to LabCorp AND instructs the patient to schedule a blood draw appointment with their local LabCorp facility.  

  The process is also described on the ordering website for **Detect COVID in the box that the complainant clicked on to order his test as well as in the *** portion of the website (https://www.t-detect.com/purchase and https://www.t-detect.com/faq):

  The complainant selected to have his blood drawn by LabCorp, received the instructions described, and failed to make an appointment with LabCorp.  He requested a refund of his test payment instead.  However, the terms and conditions of the order (communicated in the ordering portal prior to an order being placed) do not allow for such refund. 

  If he chooses to do so, the complainant may follow the instructions he was given to obtain a blood draw to complete the **Detect COVID test.

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