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Business Profile

Medical Equipment

Exact Sciences Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

This business has 1 alert

Complaints

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

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Exact Sciences Corporation has 5 locations, listed below.

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    Customer Complaints Summary

    • 295 total complaints in the last 3 years.
    • 92 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/13/2024

      Type:Delivery Issues
      Status:
      ResolvedMore 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.
      Company sending item which has not be discussed with my physician, except to decline interest, has not been authorized or requested by me, and seems to be an easy way for the company to fraudulently bill my insurance for an item that will be trashed.

      Business Response

      Date: 12/13/2024

      We are in receipt of the complaint submitted with an ID of ********** 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: 12/14/2024

      [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.  It would be better if you allowed your test to be declined prior to shipment, as now we must spend our time correcting your shoddy practices.

      Regards,

      ******* ******
    • Initial Complaint

      Date:12/08/2024

      Type:Billing Issues
      Status:
      ResolvedMore 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.
      Dear BBB,Hello, I was informed that the Cologuard test would be free by a nurse at my doctors clinic, however I received a bill from cologuard for over $500. I was informed that it was part of my annual wellness exam.I have ************** and cannot afford to pay this bill. If I knew that I would receive an astronomical bill for a screening that was normal, I wouldnt have gotten it and would have planned a better time. I dispute this charge as it I was provided misleading information and cannot afford another medical bill. Please advise. Thank you, Ms. ** ******

      Business Response

      Date: 12/09/2024

      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.  


      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: 12/10/2024

      [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

      Date:12/04/2024

      Type:Product Issues
      Status:
      ResolvedMore 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 colo guard kit I did not order and I suspect this company is trying to scam/fraud me and my insurance company. I have not spoken to them. No ** representing me has spoken to them. Im filing this complaint to cover myself if they try to charge me money. Im throwing the kit in the garbage. All I want is for them to leave me alone. This has to be criminal. I dont want any money and I dont need them to call me. Just stop sending me junk such as this .

      Business Response

      Date: 12/05/2024

      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. 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: 12/05/2024

      [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

      Date:12/03/2024

      Type:Delivery Issues
      Status:
      ResolvedMore 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.
      A company named Exact Sciences Laboratories has started repeatedly calling me about their ColoGuard product, and today I received a ColoGuard test delivered to my house. Neither I nor my doctor ordered this test for me, and I want this to stop. I want this company to stop calling me, and I do not want their product.

      Business Response

      Date: 12/05/2024

      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.

      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: 12/05/2024

      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 asked for assurance from Exact Sciences Laboratories that I will receive no further unwanted phone calls, texts, or packages from them.  The response they sent was automated boilerplate and does not provide this assurance.

      I would also like them to know that if I receive any further contact from them, I will pursue whatever remedies are available from the ************************ and any state regulatory bodies I can find.


      Regards,

      ******** ******

      Business Response

      Date: 12/06/2024

      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
      ****************** 
      *******************************************************************************************************

      Customer Answer

      Date: 12/08/2024

      [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 will accept this resolution because I don't want to spend any more of my time on this matter.  These people are unethical, and the marketplace will eventually take care of them.  Shady business practices have a way of taking down their perpetrators in the long term.

      Regards,

      ******** ******
    • Initial Complaint

      Date:11/30/2024

      Type:Delivery 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 November 15, 2024, I received a colon guard exam from this business. I did not pay for it or request it. They said that my provider ordered the kit, but I checked and my provider di d not order it. They insisted that I complete the test and mail it back. Since sending the exam I have received numerous emails and letters asking me to send back the kit. I threw the kit away because I did not order it. I am filing the complaint because Exact Sciences is a real company. They have taken advantage of me by sending this kit, finding my name, address and email online. This is an invasion of my privacy and reputable companies will not send their products to complete strangers and lie about receiving an order from a provider.

      Business Response

      Date: 12/02/2024

      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
      ****************** 
      *******************************************************************************************************

    • Initial Complaint

      Date:11/27/2024

      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.
      Was told was covered by my insurance

      Business Response

      Date: 11/27/2024

      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.   

      Typically, we cannot allow balance forgiveness due to legal limitations.  We share in this individuals frustration. If applicable, we encourage the individual to use the appeal tools on the Cologuard website or as provided by the state insurance department, as individuals often obtain better results than providers in carrier or state appeal processes.   

      Additionally, please be advised that we offer a Patient Assistance Program available for income-eligible patients with regard to balances owed.  Contact our ******************** at ************ for more information on the program.  

      Thank you for your correspondence and we hope this addresses the initial concern. In the event further information is needed, we will need a signed HIPAA Authorization from the individual.   

      Sincerely,  

       ***** *****
      Sr **********************Quality
      ****************** 
      *******************************************************************************************************
    • Initial Complaint

      Date:11/25/2024

      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.
      This company is continuously calling me on a daily basis about colon cancer screening even after being told to stop. I dont know how they got my information. Considering the fact that my family doctor is literally my cousin and she has never ordered or requested a colon cancer screening from anyone at this company, I find it suspicious that they are calling me daily about their service. They wont stop calling me.

      Business Response

      Date: 11/26/2024

      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
      ****************** 
      *******************************************************************************************************
    • Initial Complaint

      Date:11/19/2024

      Type:Delivery 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.
      Exact Sciences Laboratories shipped me a Cologuard test that was not ordered by my Doctor or by me.

      Business Response

      Date: 11/20/2024

      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 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.

      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:11/19/2024

      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.
      Exact Sciences/Cologaurd continue to call, email, and mail me items without my consent nor my healthcare providers. I am not even in the recommended age range for their test. I have been sent an unsolicited cologaurd test kit and continue to receive calls and mail from them.

      Business Response

      Date: 11/20/2024

      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 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.

      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: 11/20/2024

      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 know that my provider did not order this test and believe that you sourced my information in some other way. My healthcare provider never spoke to me about this test and I have received innumerous phone calls and various mailers as well as a test kit without wanting it. I am not even in the recommended age range for this test! I do not want any further communication, phone calls, or mail from your company.  

      Regards,

      ***** ***********

      Business Response

      Date: 11/20/2024

      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. 
    • Initial Complaint

      Date:11/16/2024

      Type:Delivery 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 me a test that I did not order. I called the company to ask why I was receiving this kit. They told me that my doctor ordered it. That's not true. Then they told me my insurance company ordered it. Also, not true. This is a scam. I do not want this company to charge my insurance and to reverse any claim they filed.

      Business Response

      Date: 11/18/2024

      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
      ****************** 
      *******************************************************************************************************

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