Business ProfileforExact Sciences Corporation

On January 5, 2023 a pattern of complaints was detected for Exact Sciences. These complaints involved consumers stating that they have received Cologuard test kits without being ordered by themselves or their physicians, or stating that they were being billed for these test kits when they believed they were covered by their health insurance. 

On January 18, 2023, BBB received a response for this detected complaint pattern. In this response, Exact Sciences has stated that it is a very small percentage of their transactions (.00076%) that actually result in a BBB complaint.

For the complaints that are filed because the consumer had received a bill, Exact Sciences states that more than 94% of patients have zero out of pocket costs for Cologuard. They state that for those patients that do receive a bill, they do everything in their power to assist them, through their patient appeal program and patient financial assistance program. 

As for the complaints that are filed because the consumer states that neither they nor their physician had ordered a Cologuard kit, Exact Sciences states that as Cologuard is a laboratory test, a health care provider places the order for a patient. They believe the complaints arise when a health system or insurance company initiates the screening and has tests ordered for those that may be overdue for a screening, and the consumer misses the communication that a test has been ordered for them. Exact Sciences also states that they notify patients by telephone and letter when a Cologuard order has been placed for them, and that they have additional, ongoing strategies designed to improve their patient/provider experiences during the screening initiatives. 

In closing, Exact Sciences believes that most of the complaints that are generated could be favorably resolved by the patient contacting their customer service center, which is available for inquiries 24 hours a day, 7 days a week. Before filing a complaint through BBB, please reach out to their customer service center at 844-870-8870.

On 7/28/23, an additional letter was sent to Exact Sciences, as there was a continued pattern of complaints and customer reviews - pertaining to consumers being mailed Cologuard kits without any knowledge that they had been ordered.

On 8/11/23, BBB received a response from Exact Sciences. This response stated that the recent increase in complaints likely relates to a number of preventive care initiatives undertaken by health insurance companies, health systems, or other providers with a pre-existing relationship with the consumer. Exact Sciences states that they are working with these entities to improve the communication and bring awareness to those for whom a Cologuard order has been placed as part of the screening initiatives and programs since the authorized prescriber is not always the primary care provider. Exact Sciences also states that these screening initiatives and programs are not a promotion, and they do not send a test kit without a valid order from an authorized prescriber. If consumers receive a Cologuard kit and do not wish to complete the test, they can return the box by using the pre-paid return shipping label. Alternately, they can simply dispose of the box. No charges or bills are submitted until a test is completed, and results are provided.

Exact Sciences has also stated that they have created a dedicated team to review and resolve the recent communication gaps with the screening programs, and are exploring several potential avenues to improve their current processes.  Given that 60 million Americans are unscreened and colorectal cancer is the second leading cause of death and also the most preventable, Exact Sciences is committed to supporting these screening programs and ensuring that patients have a positive experience with Cologuard.

Exact Sciences encourages consumers to call their Customer Care Center to resolve any concerns they may have. The phone number is 844-870-8870, and specialists are available 24 hours a day, 7 days a week.