ComplaintsforExact Sciences Corporation

Medical Equipment

Current Alerts For This Business

Pattern of Complaint:

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.

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Initial Complaint
08/01/2024
Complaint Type:
Delivery Issues
Status:
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.
I received, out of the blue, an unsolicited Cologuard test kit. The letter that was enclosed with the kit said that "my doctor" ordered the test. Because the letter said that "my doctor" ordered the kit for me, I took the test. The test is considered positive if there is blood in the stool or they find an abnormal DNA. My test came back positive and no one from Cologuard will tell me what triggered the positive. Was it blood or an abnormal DNA? I have right to that information, but all they will tell me is it's positive and get a colonoscopy. After receiving those results, I then learned that my doctor did not order the test kit. The kit was ordered by *****************************, MD whom I have never met. I tried to find ***************************** but he appears to be a ghost. I did a search on both the Internet and on the AMA's docinfo.org website but there was no *************************, MD listed for the State of Michigan.
Business response
08/02/2024
We are in receipt of the complaint submitted with an ID of ********. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we ask that the individual to call our ******************** at ************ for immediate assistance. Our team is available 24 hours a day, 7 days a week.

Sincerely,

*********************
Sr **********************Quality

******************
*******************************************************
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
Cologuard will not stop calling & texting my phone, after I Repeatively told them to STOP. They will not STOP Harassing me. I told them I did not request the cologuard box. This company is very rude and annoying!!!!! I do NOT want them to contact me anymore!!!
Business response
07/29/2024
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** 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
07/19/2024
Complaint Type:
Delivery Issues
Status:
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.
Recieved package did not order do not want Do not want to be charged
Business response
07/22/2024
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
******************
*******************************************************
Initial Complaint
07/17/2024
Complaint Type:
Delivery Issues
Status:
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.
Exact Sciences Laboratories sent a Cologuard test kit to me without me or my health care provider ordering it!!!! I contacted the company at the number on the label of the box ************ to complain. They started asking me for my date of birth, phone number and other information. When I declined to share this information with them, they told me they could not help me. I am reporting them for this as it is fraudulent to send me an unsolicited test that I did not order or that my health care provider did not order.
Business response
07/18/2024
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
******************
*******************************************************
Initial Complaint
07/12/2024
Complaint Type:
Delivery Issues
Status:
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.
It is July 12, 2024. I also received an unsolicited "Cologaurd Test Kit" delivered via **** I have not requested this kit nor have I had any prior contact with this company. I have not opened the package and am concerned they will demand payment or try to bill my medical insurance.
Business response
07/15/2024
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
******************
*******************************************************
Initial Complaint
07/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today, a Cologuard kit was delivered to my home via *** without my requesting it. I do not currently have a primary care doctor, so neither would a physician have prescribed this to me. There is no email or call I received about Cologuard. This package is unexpected and unwanted. How do I return it? I do not want to be billed for this kit in any way, nor should it be charged to my health plan. Please provide an explanation as to why these kits are sent without authorization or permission. Additionally, describe the process of refusal--what should be done with this item and what happens if this package is refused and returned? Furthermore, I do not want these kits to continue to be sent to me.
Business response
07/12/2024
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
******************
*******************************************************
Customer response
07/12/2024
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.

While I intend to throw out or recycle this Cologuard test and its packaging, I wholly reject the statement that this test was sent to me by a "physician in my network." Why? I do not have a primary care physician at this time who would have ordered it for me. My gynecologist also did not order it for me. I did not personally request it. My employer did not request it. My health insurance company did not request it.
So, if this item can ONLY be sent to me at the advice of a physician, who, pray tell, would send it or spend the money to have it sent to me other than the organization which stands to profit? I believe this test was sent to me from Exact Sciences based on my age demographic alone, and I find this deceptive practice of sending an un-wanted medical test to me under the guise of an unknown doctor's care quite intrusive and completely off-putting.
Since I am near the age where a colonoscopy would eventuate, I believe Exact Sciences targeted me as a potential person who would take this test and then collect the insurance payout for a test. Although this test in itself may cost me nothing, that is not the point. Tests such as these often return with false positives which may very likely trigger the need for a colonoscopy which would then be charged to me because Cologuard will have taken the benefit under my policy for this type of test and render a colonoscopy billable to me, and not payable by insurance.
I believe this practice is deceptive at best. I do not appreciate receiving a form letter from Exact Sciences which is designed to be dismissive, crowing about how they cannot violate HIPAA laws, when I believe they clearly did by gleaning the information necessary to mail me their test.
I would like no further contact or interaction with Exact Sciences.

Regards,

*************************
Business response
07/16/2024
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** 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 response
07/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. However, per the BBB's question to me, no the business never provided me a HIPAA form.

Regards,

*************************
Initial Complaint
07/09/2024
Complaint Type:
Delivery Issues
Status:
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.
My husband and I both received Cologuard kits in the mail from Exact Sciences Laboratories and we never ordered these. I do not want anything to do with this unscrupulous company! I am not sure why we were sent these kits, but we are not paying for them, nor do we give them permission to bill our insurance. We want our information removed from their database.
Business response
07/10/2024
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 response
07/10/2024
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 am disappointed with the uninformative response from the business regarding how they illegally obtained my address and insurance information. Additionally, neither my physician nor my husband's physician requested these tests. The generic response given by the business, which seems to be commonly used based on similar complaints on the BBB website, is unsatisfactory. As I am not a patient of theirs, there is no HIPAA violation, and I am requesting that Exact Lifesciences remove both my insurance information and the names of myself and my husband from their database. Thank you.

Regards,

********************************
Business response
07/10/2024
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
07/08/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Was sent a cologuard kit from Exact sciences I never ordered this or did my Dr. **** type of scam our you people trying to pull. You should be shut down. Send someone to pick up your dam box.
Business response
07/09/2024
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 response
07/09/2024
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.]
I have checked with my provider's and Dr no one ordered this for me. I want you to pickup your box
Regards,

*********************
Business response
07/10/2024
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** 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 response
07/12/2024
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.

[Once again I did not order this or my Dr or my insurance company. *** delivered for you. You can have them pick it back up or it goes in the garbage can

Regards,

*********************
Business response
07/16/2024
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** 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
07/03/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a package from Exact Sciences Laboratories today via *** and I never ordered anything. It is a colon testing kit. I read that there are several BBB complaints about this happening to other people. This company stole my information and is trying to scam me and others out of hundreds of dollars.
Business response
07/05/2024
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
********************** Corporation
*****************************
Customer response
07/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*********************************
Initial Complaint
07/02/2024
Complaint Type:
Delivery Issues
Status:
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.
On June 21/2024 I was told by Exact Sciences customer care team to use the kit from ******** for order ******** and that the results from this would be sent to ************************. The kit was sent on 6/21/2024 and received 6/22/2024 at 9:29 am. Ive inquired on the results and was told that the order was cancelled, would I like a kit for order #..2821?What happened to the results from ******** - tracking 1ZF78F05Y008777810?Thank you.
Business response
07/02/2024
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** 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
******************
*******************************************************

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