Business Profile

Medical Equipment

Exact Sciences Corporation

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Exact Sciences Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

297 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company continues to send me unauthorized kits and charging my insurance. I have asked them several times throughout the years to STOP sending me this unauthorized kits and charging me for them, but they do not listen and continue to do otherwise,
Business Response
Date: 05/07/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit. Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***** ****
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cologuard sent a kit to me without my knowledge, approval or previous contact and now they refuse to pick it up. I did not consent to a kit. I went to a doctor for a knee injury and at the end of appt. he mentioned unrelated cologuard which was disturbing and I made it clear I was not interested and that my oncologist said not to do these tests and I confirmed not interested. I did not give him any permission, approval or interest in having a kit ordered. The fact that cologuard sent a kit without getting my approval, contact, or agreement is extremely unethical and now they refuse to fix their mistake. *** is picking this package up and returning it to them. I want to have it confirmed that they will not make the mistake of being any more rude and billing me for something I never instigated, requested, or agreed to, to anyone!
Business Response
Date: 04/28/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many healthcare providers have certain screening initiatives. Therefore, it is not uncommon for providers specialized in such screening to order a test for patients in their healthcare organization. If, however, there is no interest in using a test, then it can be recycled.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 04/28/2025
Full name: ****** ******
Business Response
Date: 04/29/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further. The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:04/24/2025
Type:Sales and Advertising Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a phone message on 4/22/25 that my physician had ordered a Rx for me and an email that had tracking information on it. on 4/22/25 I received a box in the mail. I called the number on the email and was told by the representative my physician had ordered the kit. They also had my date of birth and I am not sure what other PHI. She gave me a name of a *** I had never heard of. I told her this was concerning and it was fraud. That my insurance company better not be billed. She said to throw the kit away. How did they get my information and how are they sending out kits to people? I couldn't get answers and would like to know if they have any personal information on me and record that they have destroyed it from their system.
Business Response
Date: 04/28/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many healthcare providers have certain screening initiatives. Therefore, it is not uncommon for providers specialized in such screening to order a test for patients in their healthcare organization. If, however, there is no interest in using a test, then it can be recycled.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 05/01/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

****** ******
Customer Answer
Date: 05/01/2025
The response on not providing due to HIPAA isnt relevant since I am the patient and it is my information I am requesting. I want to know what PHI of mine is on file as I have not authorized the company to have it. I want to know the Dr *** ordered this. Please provide this so I can contact them as my treating primary physician has not ordered this.
Business Response
Date: 05/02/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further. The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 05/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
This is my health information they have and I didnt authorize them to have it. I want written confirmation mailed to me of what information they have of mine and that it has been deleted from their system. I also am contacting any attorney.

Regards,

****** ******
Initial Complaint
Date:04/16/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has been harassing me continually by multiple methods of communication, email, phone calls, text messages, and regular mail since my provider ordered the Cologuard test a few weeks ago. I've tried blocking the phone calls and text messages, but then they just contact me using different numbers. It is truly harassment and it needs to stop! This is really irritating! I am a medical professional and run a small business and I am very busy but also very organized and aware that I need to get this test done. The continual harassment gives me a very bad impression of this company. They even sent me a cheap bag in the mail, as if the reason I hadn't mailed a stool specimen in yet was because I was ashamed to carry the box to **** This company is only alienating people with their methods.
Business Response
Date: 04/16/2025
Thank you for your review. We will share this complaint with the appropriate team to ensure this feedback is recorded.? The Cologuard test is available by prescription only and must be ordered for an individual by a licensed healthcare provider.

Thank you for sharing feedback about the reminder [calls/letters/texts] being a source of frustration. I will escalate this feedback to the appropriate team. To update contact preferences,please contact us at **************.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:04/10/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unsolicited test, claiming to have required a prescription, was sent to me. I have no primary physician and have had no need to see a doctor in years.
Business Response
Date: 04/11/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit. Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

Regarding the concern about being charged for a test kit, please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 04/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Business maintained assertion that a prescription is required. However, as stated in the complaint, I have no doctor.

Regards,

*********** *****
Business Response
Date: 04/14/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further. The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:03/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sat, Mar 22, 2025, 8:34AM Exact Sciences Laboratories sent email saying they are shipping a cologuard. I did not order, my doctor did not order it. I have no insurance. They ignored my email. ******* Friday march 27 2025.
Business Response
Date: 03/31/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many healthcare providers have certain screening initiatives. Therefore, it is not uncommon for providers specialized in such screening to order a test for patients in their healthcare organization. If, however, there is no interest in using a test, then it can be recycled. Regarding the concern about being charged for a test kit, please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told by my doctor as well as one of the cologuard employees that my insurance, a PPO, would cover it 100%. Months later I get an email requesting $600+ Absolutely not! That is a con/scam. You can not legally tell someone they will not be charged, then turn around and charge them hundreds of unexpected dollars. I honestly wish i would have read the hundreds of reviews before agreeing to this test. I WAS suggesting it to family and friends but honestly, if this is not handled as it was promised to be, I will be retracting what I have said about them and make sure everyone knows about my experience.
Business Response
Date: 03/28/2025
Thank you for your review. Under the *************** Act, Cologuard should be covered with no copays or deductibles for eligible patients because it is one of the seven colorectal cancer screening methods recommended by the United States ******************* Task Force. Exceptions for coverage may apply; only the insurer can confirm how Cologuard would be covered. We have resources available at *************************************************************** to help with the appeals process if a claim has been processed incorrectly. Please visit or call the Exact Sciences ******************** at ************. The team is available 24/7 to help.
Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 03/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will be contacting my insurance company when they are open on Monday to find out if they actually denied the claim and why and I will then post their response.

Regards
Business Response
Date: 04/01/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further.  The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:03/25/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
False advertising. Cologuard sent me a letter stating .."We want to send you a $25 rewards card for collecting your sample and returning your kit. To take part in this one-time offer, our lab must receive your completed kit by January 5th, 2025." They got my sample timely,(got my test result before the given deadline) The letter from Exact Sciences Laboratory was dated December 8, 2024. Order #57242468. Copy attached. It is now March 25th. I have not received the $25 rewards card they promissed. I contacted company twice, was told to call ###-###-#### number which I also called 3 times.... wasted my time and was given runaround and lied to. 25 dollars is such a small amount and it is a matter of principle to pursue this. it is a shame this company is not standing behind their written word. Please make this rights and have card mailed to my home address that you have on record. Sincerely.
Business Response
Date: 03/26/2025
We are in receipt of the complaint submitted with an ID of 23113690. Although we cannot disclose any patient information pursuant to the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we ask that the individual to call our Customer Care Center at 844-870-8870 for immediate assistance. Our team is available 24 hours a day, 7 days a week.

Sincerely,

Amber Corry
Sr Manager Customer Care-Quality

Exact Sciences Corporation
[email protected]
Customer Answer
Date: 03/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23113690, and have determined that this does not resolve my complaint. I have contacted company in the past and nothing was done. Only acceptable resolution is for Exact Science to stand by their word. Once i receive in the mail 25.00 dollar reward card they have promissed me in their letter ( submitted with my complaint) I will update my complaint to reflect that.
Thank you. Sincerely,
Marijana Ciric
Business Response
Date: 03/27/2025
We are very sorry that our response has not resolved the matter.? In accordance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further.  The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our Customer Care Center at 844-870-8870 for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

Amber Corry
Sr Manager Customer Care-Quality
Exact Sciences Corporation
[email protected]
Initial Complaint
Date:03/22/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a test that I did NOT order, never used, and never sent back. However, I seem to be on their mailing list despite NEVER requesting their service. I want my name and mailing address removed from their mailing list immediately and permanently. I had to provide my email address and phone number for the purposes of filing this complaint but I NEVER want to be contacted by the business by email or phone either.
Business Response
Date: 03/24/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit. Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:03/20/2025
Type:Delivery Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a ColoGuard package in the mail, and multiple 'reminders' to complete the process, given that 'my doctor had requested the test'. No doctor info was in the package, so I called multiple doctors, and none could not verify. When I called ColoGuard they offered my primary doctor's name and office information (I provided no information whatsoever— they had it, somehow), so I followed instructions and shipped it back. I received a vague response and a bill for nearly $700, so I called my primary and they have no record, prescription or recollection of the request. So I checked BBB, and of course, hundreds of similar complaints. This is fraud.
Business Response
Date: 03/21/2025
Thank you for your review. Under the Affordable Care Act, Cologuard should be covered with no copays or deductibles for eligible patients because it is one of the seven colorectal cancer screening methods recommended by the United States Preventive Services Task Force. Exceptions for coverage may apply; only the insurer can confirm how Cologuard would be covered.
We have resources available at www.cologuard.com/appeal to help with the appeals process if a claim has been processed incorrectly. Please visit or call the Exact Sciences Customer Care Center at 844-870-8870. The team is available 24/7 to help.
Sincerely,

Amber Corry
Sr Manager Customer Care-Quality
Exact Sciences Corporation
[email protected]
Customer Answer
Date: 03/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23095859, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'm not required to do anything further. You are the company who initiated and perpetrated this fraud. My doctor has agreed to contest this as well, so at this point all I need— given that you have amy contact information and address already— is proof of the prescription from my doctor.

Regards,

Greg O'keeffe
Business Response
Date: 03/27/2025
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patient’s health information is priority for Exact Sciences and proper HIPAA authorization has not been obtained. The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our Customer Care Center at 844-870-8870 for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

Amber Corry
Sr Manager Customer Care-Quality
Exact Sciences Corporation
[email protected]

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This business has 1 alert

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Exact Sciences Corporation is NOT a BBB Accredited Business.