Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My 94 yr old mother in law is being sent 8 covid tests each month that were not ordered or needed then ******** is being billed $200 each time. She has no use for them, did not knowingly order them, and is easily confused by solicitors. If you call ************ it tells you to leave a message on a mailbox that is full.Firms who prey on the elderly and knowingly bill ******** for fraud should be prosecuted.A letter was sent to Triple Helix **************************************************************************************** to immediately cease sending unauthorized tests or contacting ************************************ of **********, ** *****.

  Business response

  08/07/2023

  I spoke with customer and all is resolved

  Customer response

  08/07/2023

  I have reviewed the business response and accept this resolution. I was assured no additional covid tests would be sent and there is no charge for the ones received since ******** will not cover the costs.

  Thank you for your help.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 2022.My mother has been receiving all these covid test every week since last year that was not authorized by her or her doctor. On the other hand she is being charged through her medical, due to her medical not covering them. I keep returning the packages to sender but they keep sending them back. I've called the company numerous times and no return phone call. Now the answering machine is full where I can't even leave a message. I just need them to stop sending them. If you have any questions please let me know. Her daughter *******.

  Business response

  06/03/2023

  Hello *******,

  We are so sorry about our not getting a return call back to you.  Our answering machine has been wiped clean and can now accept messages!  I did look into your complaint and do see that Triple Helix mailed Covid kits to your mother in November 2022, December 2022, and March of 2023.  After further looking into this, these were never reimbursed by your mother's insurance and in fact denied.  Your mother will NOT be responsible for these in any way.

  On a side note:  Triple Helix only fills orders for patients who opted in by calling and giving verbal or written consent for Covid kit shipments. 

  We can certainly provide any documentation if you would like.  No further shipments will be coming from Triple Helix.

  I hope this helps!

  Thanks

  Triple Helix

   

• Initial Complaint

  05/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After frequent unsolicited calls from a person who never mentioned his name, nor the name of the company he was representing, he convinced my wife to accept some covid home test kits, since they would be "free to us". This was even though we already had plenty of test kits.Later, we realized why they were so insistent, when we received a statement from ******** showing they (********) had paid $94.08 for each of two sets of kits, none of which were needed nor wanted. I plan to call ******** to report this.

  Business response

  06/06/2023

  Hello **************,

  Triple Helix only fills Covid test kits for patients that have opted in or called in to request the at home covid kits.  I have attached a consent form that was digitally signed for with date and IP tracking on it.  I have also pulled the recording of *************** giving consent to have the kits shipped out back in November 2022.  *************** spoke with a female on this recording so I am not sure what male you mentioned in the complaint.

  Our kits are good for over a year so I would recommend saving them in case there is another outbreak.

  We are more than willing to reverse the claims to ******** if you are adamant that your wife did not sign up for them!

  Thanks

  J

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our mother has dementia and must of answered the phone because we have no idea how this company got her name nor ******** number they keep sending covid test to her so far she has gotten 98 test there is no way 1 person can use this many. we tried to contact the company with no answer this is ******** fraud and needs to be stopped.

  Business response

  06/07/2023

  Hello,

  Triple Helix only fills orders (at home covid kits) for patients that would have called, opted in, and provided their personal information.  Each patient digitally signs a consent form giving their authorization that is tracked with date and time stamp.  ******************* signed this form in November 2022.  Each call is recorded and can be provided upon request.

  Triple Helix sent a total of 48 kits (8 each month) and was reimbursed from ******** on 40 of them.  I do not know where ******************* received the other 50 kits referenced in the letter.

  I also checked the messages and do not have any messages from anyone mentioning ******************************  Our direct line is:  ************.  We receive orders and fill them accordingly.  Unfortunately, we do not have access to a patients full medical background.  We can certainly speak with *********************** son or daughter and try to provide clarification and make any wrongs right.

  Thanks

  J

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I continue to get calls from Helix Pharmacy wanting to ship COVID test kits and charging ********* even when I tell them I don't want them. I know they are billing *************** are going to waste. I've told them I will turn them in for fraud and the agent just laughs. I get approximately ***** calls A DAY from these people. The agent is always different, but most of the time they have a foreign accent.

  Business response

  05/24/2023

  To Whom it May **************** attached an opt in form for ********************* that shares the same phone number to *********************. It even shows the ** address where ***** digitally opted in to receive the Covid kits. If ***** would have called our number on the package wanting to opt out we would have removed ***** from the program. I think we may be confused with other companies calling the home for other programs. Triple Helix also sent out opt out texts or emails once a month to our clients giving them the ability to opt out. Let ** know if you need anything else. 
  
  Thanks,
  
  ***********************

  Business response

  05/25/2023

  To Whom it May ***************** attached an opt in form for ********************* that shares the same phone number to *********************. It even shows the ** address where ***** digitally opted in to receive the Covid kits. If ***** would have called our number on the package wanting to opt out we would have removed ***** from the program. I think we may be confused with other companies calling the home for other programs. Triple Helix also sent out opt out texts or emails once a month to our clients giving them the ability to opt out. Let ** know if you need anything else. 
  
  Thanks,
  
  ***********************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother has dementia and she has been receiving numerous phone calls from Triple Helix representative after being told not to contact her and do not send anything to her as she does not need any medical supplies and they were not given persmission to speak to her doctor. She received a package in the mail from Triple Helix and it was returned with a letter asking them not to send any more packages. Tried calling to have her name and address be removed and only get a voicemail box that is full. I dont know how they acquired her ******** number but she is receiving other packages also and they are being charged to ********* I file an appeal and write a letter to the company sending the packages letting them know why they are being returned.

  Business response

  04/25/2023

  Hello,

  Triple Helix Diagnostics is a full service lab that offers diagnostic testing as well as at home patient Covid testing kits.  Triple Helix DOES NOT call patients.  Patients contact the lab and are required to input their personal information.  I have attached *********************** form that she filled out.  This was date, time, and IP stamped.  We have NO WAY knowing if someone suffers from Dementia unless that information is provided.

  We received the letter and return from *****'s daughter and removed ***** from any further fills.  I personally tried to call the number that was on the letter with no way to leave a voicemail.  It just kept ringing.  

  Our Voicemailbox is up and working.  We receive calls daily with no issues.  I am not sure what number she has tried to call.  

   

  I hope this helps

  **** - owner

  Customer response

  04/26/2023

  My mother does not have an email of *************************** I have no idea how Triple Helix had access to her ******** Card ID Number, Birthdate, Address, and Phone Number. This form that they produced was falsified.  She does not have access to her insurance information as I took the cards away from her last year and she does not have access to this information.  My mother is in memory care and does not have access to a phone as we did not put one in her room due to robo calls. This company states they do not call patients, but they must have partners that call and harass old people.

  Customer response

  04/26/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩