Complaints

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I scheduled online for covid testing for 4 people at the **************** location for 5/26/22. Went to the site on 5/26 at scheduled time and the site was closed that day and testing was not performed. I called the company same day and was told I would be refunded my $276.00 I paid when testing scheduled. Pre-payment of testing was required to schedule the testing. 6/10/22 sent an email to follow up with refund not received. OnPoint response that will take ***** days. 6/21 I sent another follow up requesting refund payment. OnPoint requested additional information required for refund. I provided all information requested. OnPoint responded with ***** days for refund. 7/17 I sent another email requesting follow up for refund not received. 7/18 OnPoint requested proof of payment - I sent this on 7/18 as requested. OnPoint responded with ***** days for refund. All email exchanges has been uploaded showing exchanges, requested information provided and proof of payment.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had scheduled two Covid tests with OnPoint for May 28, 2022. I received a confirmation email and my credit card was charged $138.00 for the services that were scheduled for July 4, 2022. On July 4, 2022 my wife and I showed up to the Salt Lake OnPoint facility but found it was closed. We called the phone number for the business and the female who answered informed us that the business was closed for the Holiday. We explained that we had an appointment that was confirmed with an email and provided the order number, but the female on the other end stated she could not find our information. We asked to speak with a supervisor but the person said there was not one working that day. We told the person on the other end we expected our money back as well as any extra charges we incurred because they had taken our money with no intention of providing the service we paid for. During the conversation, the phone call disconnected on the business end. We called the business back and spoke with another female who confirmed that the business was closed for the Holiday and that there was not a supervisor working that day. We asked that a supervisor call us back. We never received a call back from these calls.Today (7/15/22) I called the business again and eventually received a call back from a supervisor. The supervisor was informed to tell me that the company had sent me an email cancelling the appointment (I received no such email). The supervisor was also told to let me know that the business was closed because of an emergency (this is clearly a lie because hey had already informed me they were closed because of the Holiday). This clearly does not line up with the statement of the cancellation email. How could the email be sent out ahead of time, if an emergency caused the business to close that day? If they cancelled my appointment, why are they still keeping my money? I have yet to receive my money back, which they have kept for over 48-days now. Clearly no integrity.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 19th, I registered for a PCR test at their SEA-TAC location, to board a cruise ship the next day with my 2 sons. Once I arrived at that location I met *******, an awesome employee. I notified ******* that I was charged for 4 PCR test, when in fact I only needed 3. He then informed me that I didnt need those test at all to get on a cruise ship, sense I was vaccinated I only needed an antigen test. So us three got an antigen test. He informed me he would call the home office and let them know to get me a credit, and asked that I do the same. I called first and then emailed with a girl named ************************* several times. It is now July 15th, I just got off the phone again, and still haven't got my 309 dollar refund.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Signed up for 3 tests to travel for about $65 each. Website guarantees no hassle refund if you cancel. Same day found local pharmacy would do for $20/each. Tried to use link on website to cancel but it is not active/goes to a dead page (concern number 1).. so I called. Person really didnt seem like she knew what she was doing, but she assured me she would get me refunded in 2 weeks. I insisted on getting her name and direct number. Its been over 3 weeks, so I called the number she gave and its not a working number. Called number on website, talked to someone who said they will check with accounting but it will take up to a week. Feels like they are just brushing me off and hoping I will forget. I wont.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June6, 2022 I purchased telehealth services from this company to provide required verification for Covi d 19 tests to reenter the U.S. from an international destination. On June 9, 2022, I requested a refund of the payment because my family decided not to travel after all, due to airfare costs. I called on June 16, 2022 and was told that it would take 5-7 business days to process the refund and that the representative would note my account that I had called. I called on June 25, 2022 because I hadn't received my refund and was told that the accounting department had to make sure that my request for refund was valid. I asked, "what do you mean valid? I paid for a service that I didn't use and won't use." The representative told me that as of June 10th, no requests for refunds are valid, however, since my request was done on June 9th it would be immediately prcoessed. I asked to speak with a manager because I was not satisfied with the answer I was getting from her and she told me that no manager was available. I told her that I had held for 30 minutes to speak with her, so I could hold until a manager was available and she transferred me back to the waiting line for another customer service ********** the rep picked up the phone, she acted as if she couldn't hear me speaking and hung up the phone. I then tried the chat feature, in which I asked the same question and was received a transmission stating, *Due to ever changing global travel requirements, tele-services are non refundable.From: ************************ When I asked how is this possible, the rep disconnected from the chat.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had canceled a covid test around May 3, 2022 and still haven't received a refund, they keep telling me it's in progress. It's almost going to be two months

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 13th, I booked an online appointment to receive 2 rapid pcr covid tests. I paid $245.10 for both tests and was given an appointment time. I go to the location at my appointed time only to be told that they had no more of the test that I had paid for online. None of the locations had the test available. I should have never been allowed to even make an appointment for that test let alone pay for it. I immediately contacted Onpoint via phone to request a refund. I was told I would see my refund in 5-7 days. I was told I would not receive any kind of email that a refund request was processed, I'd just have to wait for their accounting department to get around to it. 10 days later after not receiving my refund or any update, I called them again to request status on my refund. Now I've been told it could take up to 3 weeks!!! They only have one person in accounting and when I let the representative know that is not what they told me and that was not okay, she basically just repeated herself and HUNG UP ON ME! These people are getting rich off a pandemic and testing. They are not handling their business with integrity and they basically committed fraud by even allowing a test that they knew they didn't have available to be paid for. I didn't get my test, I had to then go to another location and pay for another 2 tests and I still don't have a refund. Not to mention their customer service is a JOKE!

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,On May 5th, 2022 I booked a same day covid PCR test at 10:45am at ************************************************************ location. Upon arrival I was greeted to a locked door. After knocking, the person working said she's going to lunch and I'd have to reschedule. I've made repeated attempts to get a refund to no avail. I've filed a fraudulent charge with my ******************* Chase after almost 2 months.This establishment is operating out of an old deli/sandwich shop and not accessible via phone to follow up with complaints. They took $149 from me.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  contracted over phone to have covid 19 testing at their *************** site. Paid for this at this time. Charged $138. We arrived at the test site on May 11th, 2022 around ***************************************************************************** 1 to 2 hours. We waited and started calling them around 3 hours later and no one would answer the phone and we were not able to contact anyone. We were at the ******* Airport flying out to ******, ***** to catch a 22 day cruise. We never received our results and had to scramble at the last minute to get tested for Covid. Upon returning from our trip, I called the number I had and pretended I was booking a group of people so they answered the phone. The woman guaranteed that we would be refunded. It was very vague. At this date we have not received any reimbursement for the testing that was not conclusive because they never told us our results.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 6/20/2022, the website https://onpoint-testing.com/product/certified-teleservice-covid-testing/ had testing listed at both $13.99 and $9.99. I contacted customer service via chat funcation and waited over an hour for a rude response from their customer service rep. I informed them of their error and insted of helping I was rudely told to click they link they provided. Before having a resolution the the rep. left the chat and put me back in queue. I called the customer service and informed them of my issue and they acknowledged the error and I was told they aren't able to do anything. I told them after the waste of time waiting for chat and calling them out on their error they should honor the price as it's false advertisement. At the end of the day its horrible customer service and false advertising as the webpage said one thing and in the cart it had a higher price. During the discussion they updated the website to reflect the correct price. The pricing error was there at 7AM and resolved around 7PM and they told me it was internet latency. There is no way any business would survive internet latency over 12 hours.

*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. ↩