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Complaint Details
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Initial Complaint
01/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did Covid testing 1/12/2022 at the TCC Trinity River drive thru location and after waiting the specified time, I have not been provided with my results. I have made multiple calls and sent two unanswered emails and still have no results. The first time I called, January 19, 2022, the representative Raul told me my results would be available on Friday. I called back on Friday after seeing online that my results were still pending. I spoke with the same representative although this time he said my results were still not available and I would just have to wait. I asked for a supervisor and/or a contact at the lab itself and those requests were denied by him. I explained to him on both calls that I needed these results for my employer in order to safely return to work. I just want my test results. My confirmation code for testing is ******.
Business response
02/24/2022
Business Response /* (1000, 7, 2022/01/28) */ Dear ********, My name is Dru and I am head of Operations for GeneIQ. What you experienced with our COVID-19 testing is unacceptable, and I sincerely apologize for both your delay in results and for your experience while attempting to contact us. There was a clerical error made at the testing site that caused the initial delay. That initial delay was compounded by a system error. We have since put corrective measures in place to ensure that this is avoided in the future. Again, your experience does not meet our standards and I am very sorry that your results were not timely and that resolution was not provided to you through our customer service. If you have any questions, please do not hesitate to reach out to me directly. If you need to retest, we will personally recollect and prioritize your sample. I will also be calling you directly on the number provided in Consumer Information to follow up. Sincerely, Dru G*****Initial Complaint
01/19/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Took a covid 19 test on 1/10 with results promised in 2-3 days. I have called and never reached anyone after 5 days. Today is the end of day 8 with no reply to multiple emails over the last several days. I discovered a dallas morning news article with several issues of delays but they continue to take tests for which they cannot provide a timely result for. People cannot return to school or work without the results if they have had symptoms. My daughter has missed 5 days of school waiting due to this. Please make them stop doing new tests until they fulfill current orders.Business response
02/02/2022
Business Response /* (1000, 7, 2022/01/28) */ Contact Name and Title: Dru ******* SVP OPS Contact Email: *******@geneiqlab.com Dear *****, My name is Dru and I am head of Operations for GeneIQ. What you experienced with our COVID-19 testing is unacceptable and I sincerely apologize regarding your delay in results. The delay was due to a system error. We have since put corrective measures in place to ensure that this is avoided in the future. Again, your experience does not meet our standards and I am very sorry that your results were not timely. If you have any questions regarding the system error, please do not hesitate to reach out to me directly. If you need to retest, we will personally recollect and prioritize your sample. I will also be calling you directly on the number provided in Consumer Information to follow up. Sincerely, Dru ****** Consumer Response /* (2000, 9, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have stated they put limits going forward on daily applications to prevent backlog going forward. If this is the case, I am satisfiedInitial Complaint
01/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
01/11/2022 - I had a COVID test at GeneIQ on New York Ave in Arlington, TX. The company advised that the results would be available within 24-48 hours, but could take up to 72 hours. 01/12/2022 - I began checking the company website for my test results, and have continued each day since. 01/14/2022 - I called the company to inquire about my test results. I was advised by the agent, they would be available on 01/17/2022. 01/17/2022 - 6 days after my test, the results still are not available online. As advised on the website, I have called the customer service number. Each time, I am taken through an automated message, then the call is disconnected.Business response
02/24/2022
Business Response /* (1000, 7, 2022/01/28) */ Dear *****, My name is Dru and I am head of Operations for GeneIQ. What you experienced with our COVID-19 testing is unacceptable and I sincerely apologize regarding your delay in results. The delay was due to a system error. We have since put corrective measures in place to ensure that this is avoided in the future. Again, your experience does not meet our standards and I am very sorry that your results were not timely. If you have any questions regarding the system error, please do not hesitate to reach out to me directly. If you need to retest, we will personally recollect and prioritize your sample. I will also be calling you directly on the number provided in Consumer Information to follow up. Sincerely, Dru G*****
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