ComplaintsforCollinson Group, LLC

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Traveled out of the country and didn't realize that it would cost $199 to get a covid test at the airport. Upset that there's not an option at the airport to get a free covid test. At least a lower amount for a covid test. Other countries are paying $40 or getting free covid test. Just want to get understanding of why the covid test at the airport is so expensive. I also want to get information on how a NAAT test is done.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/12/02) */ Contact Name and Title: Phil R***************** Contact Phone: ************ Contact Email: ********************************* Hello We would like to thank you for taking the time to offer your feedback about your experience in visiting our operation which we can use to better serve our customers in the future. While the price of Covid testing may seem high, our prices are in line with the majority of our competitors. There are a number of factors to keep in mind when reviewing the price of our services in relation to the products that we offer. I'd like to offer and share this information with you in regard to your inquiry. The first point to mention is that while free Covid testing is available at different locations around the United States and other countries around the world, the majority of these tests are done in bulk fashion at a high complexity lab with hundreds of other samples at the same time allowing the operational cost to be lower. It should be noted, because of this the results from these tests are not generally made available until 24-72 hours from when the test has been taken. In contrast, all of our tests provide results within 60 minutes allowing people at the airport to come in, take a test, and be on their way to their departure gate with results in time for boarding of their flight. In order to make this possible, all of our testing options are CLIA certified waived tests, which must be run separately on individual machines that cost thousands of dollars to purchase, as well as train our staff to operate them individually and stay up to date with changes in each country's testing requirements. Along with this, we have to rent space in the airport terminal which is incredibly costly and pushes our costs up even higher. The second point that should be noted is that most free Covid tests are not able to be used for travel documentation purposes. In most locations where free testing is available in both the US and abroad, you must have had recent exposure, or developing symptoms that may present as Covid-19 which makes you eligible for free testing, but in most cases, in-eligible for travel. Hence, these tests are generally not designed to be used as documentation for travel. In addition to this, most free testing sites provide results with 48-72 hours and can be longer. Most countries place a restriction that the test must be taken, and posted results within 24-48 hours before travel making these free test types invalid by travel time. Generally, this doesn't usually match up with the window needed for travel documentation. It should be kept in mind too, some destinations require us to be certified by their location to offer testing, this includes places like Hawaii, where we have to partner with government organizations and pay to become a certified and recognized testing partner, which is a long and expensive process. However, this allows us to be able to offer last minute testing for those certified destinations. In regard to your question of how a NAAT test is performed, I am providing the following link from the manufacturer which is approved by the FDA and posted publicly on the FDA website - of our testing product that we use to perform NAAT testing. This gives detailed information on how the specimen must be taken and collected from the customer, along with how the actual test is performed to receive the result from the specimen. ***************************************** While no one likes to be surprised by last minute costs especially while traveling, as a courtesy I have authorized a full refund for your NAAT Covid test on *********. This will reflect in your bank account in 7-10 business days depending on your financial institution. I want to thank you again for your feedback. We hope this information offers you some clarity on the reason for the price of our tests, as well as the quality of the operation. We hope with this understanding we can see you visiting our facility again in the future. Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will check my financial institution within 7-10 business days to make sure the $199.00 has been refunded. Thanks.

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