ComplaintsforSwitch Health

• Initial Complaint

  19/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 11, 2022, I ordered Rapid Antigen Self Tests Kits from Switch Health for my upcoming trip. The cost was $160.00. Shortly after I received the package, the government no longer required the testing to travel to the United States (as of June 1st). I emailed June 14 hoping to return the test kits. On June 16th, a response arrived. The person said they could not take them back because the kits were now contaminated. On the second email, I assured them that both the test kits and the post office packaging was never opened. No response came. On July 4th, I sent the package back to Switch Health at my expense(30.00), with a letter enclosed, to prove the package was unopened, hoping for a refund. Still no response. How can this be? With the entire package unopened, no contamination exists. My order number is #XXXXXX. It is under the name ******** ********** my friend, as she helped me with the order. However the credit card used in the transaction is mine. (**********).

  Business response

  07/09/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello, Thank you for contacting Switch Health. Please know with regards the return policy below (*********************), which clearly states that all sales are final once an order is placed. Also, once an order has been delivered we do not accept returns. And as stated by the client when she said she sent us an email, she got a response that we cannot take the test kit back because it has been delivered. We are only a testing provider and we would not take responsibility for any travel requirements changes made by the government. Once a client makes an order we ensure it's fulfilled and delivered. Kindly let this client know that the tracking information below (*********************) shows it was delivered and the return is not acceptable. Thank you, Oluwatomisin O Customer Resolutions Specialist T: 1 888-966-6531

• Initial Complaint

  24/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a rapid antigen home test kit (2 pack) from Switch Health online to test prior to travel to the U.S. The kits are SD Biosensor STANDARD Q COVID-19 Ag Home Test. I did a search and saw online that the FDA had issued a "Do Not Use" Safety Communication regarding the same kit they sold me (https://www.fda.gov/medical-devices/safety-communications/do-not-use-sd-biosensor-standard-q-covid-19-ag-home-tests-fda-safety-communication). That means that these kits can't be used for testing to travel to the U.S. (as they are not FDA approved due to providing inaccurate results), and this was the reason I purchased them. Switch Health will not exchange the kits for approved ones and does not offer refunds for the sale of testing kits. Essentially, they sold me useless kits and charged me $88.48 for them ***** * ******* ** ***********  I reached out and asked for an exchange. I was told that they do not offer exchanges. I feel they sold me invalid tests since they can't be used for travel to U.S., which was why I purchased them in the first place. The response I received from Switch Health is that the test expiry is still valid and they may still be used. The FDA did not approve their use due to the test kit providing inaccurate results (false negatives and positives). Why would anyone trust the result of kits that could be faulty? It seems like Switch Health is NOT concerned that the test kits may provide inaccurate results! They sold faulty kits so I feel that I am entitled to an exchange or refund at the very least.

• Initial Complaint

  29/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was sold a home test kit that contained a test that was recalled by the US, and Switch Health refuses to refund This is explicitly advertised on their site as "Valid for entry in to the United States" and is billed as being something you can do from anywhere. However, it has come to my attention that if I do this from outside Canada, I will experience issues with this test due to the recall. The telephone representatives and supervisor refused to provide a refund or even a replacement claiming it was my fault for not checking. However, how was I to know what was included in the box?

• Initial Complaint

  28/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec. 16, 2021 purchased 3 RT-lamp kits to take to Mexico. Jan. 21, 2022 husband and I connect with Switch Health Telehealth professionals online to self-administer tests. Calls kept dropping, we kept calling back. One of the Telehealth pros admitted her wifi wasn't very strong. Our connection was at full strengh (4 bars). Over 4 hours later my husband finallly managed to do his test without the call being dropped, all ok. Then I did my test. After a 30 minute wait, all the buttons on my unit started flashing. I contacted Switch Health and received my test results that said Damaged Specimen, so I couldn't use it to travel. Note the Telehealth pro watched me do my swab and place it in tube. I then had to spend the rest of my day finding a lab to administer a test, spending more money on cabs and another test. Switch Health is refusing to refund my money as they claim it's my fault although I followed their instructions exactly.

  Business response

  03/02/2022

  Consumer Response /* (2000, 5, 2022/02/03) */ Thank you so much, I have received a refund. ****** *********

• Initial Complaint

  18/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two RT Lamp tests from switch health on January 7. One was sent to the correct address and one was sent to the incorrect address. I contacted them on Tuesday January 11. They basically said they could do nothing even when escalating to the resolution team. They did tell me to contact ********* which I did. ********* had already identified this issue and had a return to sender order in the ********* system. I contacted Swicth again ( on hold for 30 plus minutes) and was told they could not put me back through to the resolution team but to call back on Thursday when the package was to be returned. Have called them back to discuss this and try to get a resolution but have not been able to talk to anyone who can address this issue. Front line help staff are poorly trained and equipped, escalation does not seem to work others than being on hold for over an hour to get to a manager to address. All I am looking for from switch is to take the package returned from the wrong address and send it to the correct one which they have on file for my account

  Business response

  28/02/2022

  Business Response /* (1000, 5, 2022/02/04) */ Hello ******* Thank you for contacting Switch Health. I am pleased to respond to your CASE#: XXXXXXX At Switch Health, we pride ourselves on being customer-centric. I have reviewed this matter in detail, and I am delighted to share that this matter has been fully resolved. The client has been advised that ********* has resolved this. He has received his testing kit at his address on January 15th, 2022. From our perspective, this matter is fully resolved. If there are any other questions arising from this matter, please feel free to contact me directly. Regards Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This issue has been resolved. But it needs to be very clear that is was not through any efforts at Switchhealth. For all intents and purposes they provided absolutely zero help when trying to work with them. It was only through my direct contact with ********* and ********* s excellent support ( they did not even talk with or get switch involved as it was to difficult) that ********* was able to resolve the issue for me. Switch Healthcare customer service continues to be very poor and they continued to be unwilling to help resolve this in all my contacts with them Regards **** ********** Business Response /* (4000, 9, 2022/02/14) */ As mentioned before, and confirmed by the customer too, this issue has been resolved. No further action is needed, and the case is closed. We are sorry for any inconvenience the customer may have experienced, but it must be noted that this issue was caused by client who entered the incorrect city (placed 3 orders and all three orders indicate the same street number and address however on one of the 3 the city is listed incorrectly).

• Initial Complaint

  13/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  29th October 2021: - received email from ********** / ********* with offer to buy COVID PCR test from Switch Health. Followed email links and ordered 4 test kits from Switch Health website using **** card. - within minutes received email confirmation from Switch Health with "incorrect product" (Antigen Kit NOT PCR Kit) confirmed to be shipped. - within seconds called Switch Health and informed of the "incorrect product - Antigen Kit" mistake and requested to CHANGE the order to the correct product - "PCR Kit" - NOTE: !!! THIS REQUEST WAS TO CORRECT THE ORDER TO THE CORRECT PRODUCT AND NOT TO CANCEL THE ORDER !!! - Switch Health: declined to correct the order !!!!! (This request was made within minutes of receiving their email confirming the incorrect product). - MULTIPLE REQUESTS MADE TO "CHANGE' THE ORDER WERE IGNORED - NOTE: MY REQUEST IS NOT TO CANCEL THE ORDER AND NOT TO REFUND THE MONIES - Incorrect product was shipped by Switch Health and received Nov 1st, 2021. - The shipment of incorrect product is UN-USED and READY to be returned to correct the order and ship me the correct product ordered/advertised by email

  Business response

  01/03/2022

  Business Response /* (1000, 7, 2022/02/17) */ Contact Name and Title: A. B., VP Client Exp. Contact Email: *******@************.ca Thank you for bringing this to our attention. At Switch Health, we pride ourselves to be customer centric. We have completed reviewing this matter. We are sorry to hear about the inconvenience that our customer has experienced. It appears that unfortunately the customer placed an order for incorrect kits. Even though it's made clear in the order process that our orders cannot be changed after being placed, and the kits are non refundable, I am pleased to share that as a good will gesture, we have issued full refund. We can conform that the customer has been refunded and advised that the refund has been processed. If there are any additional questions, please feel free to let us know. Best regards Anoosh B. Vice President of Client Experience Switch Health

• Initial Complaint

  14/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********** directed me to purchase one of the Switch Health Covid Testing kits to take on a trip to Mexico. I purchased five of them for my group and one malfunctioned. We contacted the Switch Health assistant as per their instructions and followed all instructions carefully. We also called their help number and it was suggested to try and switch the batteries. Four devices worked fine but the fifth one did not work even when we put in new batteries. We took a video of the flashing lights and kept the information for a complaint when we returned asking for a refund. They refused to give us a refund for the fifth device even though we were forced to obtain an expensive test in Mexico with a live doctor. Now, they refuse to allow us to speak to a senior manager and their customer service representative will not give us a refund for the malfunctioning device. I also have a short film clip of the blinking lights.

  Business response

  11/01/2022

  Business Response /* (1000, 7, 2021/12/22) */ We have received the following BBB Complaint Case# ******* (Ref#XX-XXXXXXX-XXXXXXX-X-XXX), and we are pleased to provide you with our response. We can confirm that the customer had unfortunately experienced some technical difficulties with the LAMP device. We have issued a refund to the customer and offered our sincere apologies too. The case has been successfully resolved. Consumer Response /* (3000, 9, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to see this matter taken up with ********** management and senior people at Switch Health. I remain concerned that other consumers being led by ********** (through their partnership with Switchhealth) to believe the support for these devices is adequate and there are absolutely NO Problems with these devices. We called the Support line and were told to replace batteries. I remain concerned for other international travellers.

*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. ↩