ComplaintsforRume Health

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is in the business of scamming people. They will send covid tests to you, bill your insurance for them. They set up fake health appointments saying that I had a virtual appt with a doctor that I have never met nor spoken to. I've called three times demanding they stop doing this, they assure me they will, but yet every month I get a package of COVID tests and a "telehealth summary" of a visit emailed ot me that never happened. They will then bill my insurance for a visit with them. It's completely bogus and shady and I just want my info removed from their records.

  Business response

  10/05/2023

  Hello *****,

  Thank you for alerting us to the issue regarding your subscription and billing. We sincerely apologize for the inconvenience caused.
  
  Would you prefer we call you, or you can reach us directly at ************ to discuss further and ensure all issues are resolved to your satisfaction.
  
  Apologies once again and thank you for your patience.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a bill from my health insurance company. I went to your site for the reason that you advertised free COVID testing. I never agreed and paying your company. Also its impossible to get in contact with any representative at your company. There is no way someone is waiting and looking at their email all day and if you dont respond after 5 min they delete you and can get I. Contact with anyone. I need to get this fixed and corrected before I take legal action

  Business response

  05/18/2023

  Hello ******,

  Thank you for reaching out to us regarding your concern regarding correspondence you received from your insurance provider. We appreciate your feedback, and we understand your frustration. We would like to assure you that addressing this matter is a top priority for us. A member of our team will be reaching out to you promptly to discuss the situation in detail and provide a resolution. Thank you for bringing this matter to our attention.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughter to get a COVID test done. Their company states the results come back in 3-5 days. It has been 16 days. Every time I call, their phone lines say they are down. When you email you get a response saying they are out of office or unavailable. They have my daughter's personal information as well as my insurance information and have not given me her results and are unresponsive.

  Business response

  11/28/2022

  Hi ***************************,
  
  I apologize for the delay that you experienced waiting for your daughters test results.
  Unfortunately we get a little short staffed with the Holidays during this time of year. 
  

  Because of your troubles please accept this Voucher code for 50% off of your next antigen test with the following code: ANTIGEN1128
  
  If there is anything else I can do for you please do not hesitate to reach out. 
  
  
  Respectfully, 
  Grayson 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  COVID Clinic was reimbursed by my insurance company for a COVID test that I received in March 2022. My insurance company was supposed to pay me but paid COVID Clinic instead. My insurance company told me to reach out to COVID clinic for the money to reimburse my out of pocket expense and I have tried to reach out several times with no resolution.

  Business response

  11/22/2022

  Hi *********************************,
  
  This happens semi regularly with medical companies and insurance companies. 
  
  When ever Covid Clinic receives a check for reimbursement at our Head Quarters in **************** **. we take that check and return back to sender with and explanation that the reimbursement goes to the patient who received the test.
  
  In these cases it's best to work with your insurance company on getting the reimbursement. I know this sounds like we are passing the buck, but I assure you that this is the only way to receive the reimbursement since the original check is no longer in our possession.

   

  I hope this helps, and I hope you are able to receive your reimbursement from your insurance company. 
  
  Respectfully, 
  *************** 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 5, i went to covid clinics website via a ****** ad. I made and our $299 for a RT PCR test in ******* ** on the 9th. Today, 8 June, I wrote to Covid Clinic asking for more specific information about the testing location when I typed the address provided in GPS and realized it was the mall. Covid clinic wrote back and said they did not have any clinics in ******* and that I would need to schedule somewhere else. I asked for my money back, and so far they have refused to process my refund and instead keep asking for more identifying information even though I provided screen shots of my order number and payment information as well as screen shots of the confirmation with the ******* address from Covid Clinic. I also took screen shots of their website I used to reserve and it for my test in *******.

  Business response

  06/09/2022

  Dear ******,
  
  I apologize for the website confusion and communication issues you experienced. 
  
  The refund has been requested and is being processed as of 06/08/22. It can take **** days for the money to be back into your account. Again, I'm sorry that wasn't communicated to you more clearly by our **************** reps. 
  
  I apologize for the website issue that you encountered with the *******, ******** site. This issue on the website has been corrected so we can avoid this same error with future patients. 
  
  
  Please let me know if there is anything else I can do for you. 
  
  Respectfully, 
  *******

  Customer response

  06/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The transaction occurred on December 26th, 2021 at a Covid Clinic remote location in **********, **. The amount was $150. I initially registered for one type of COVID test but was then advised I would need a different type once I arrived so I paid for the other test and was told they would refund me for the $150 test that day, December 26th, 2021. I then first contacted them on December 27th to just verify the refund had gone through. I sent two additional emails on January 4th, 2022 and January 6th, 2022 and did not first hear back until January 12th. I then had different people emailing me back who had to escalate the problem or who did not know how to handle it. Finally on February 1st, I was advised I would receive the refund in **** business days. It is now past that point and I have not received my refund. I have emailed the company again but at this point I doubt they are going to ever refund me.

  Business response

  02/17/2022

  Hi Connor,
  
  I am very sorry for the lengthy delay in receiving your requested refund. 
  Our Customer experience team has been experiencing a large increase of inbound requests via email, which has caused some emails to slip between the cracks. 
  
  I've looked into the email request for order ******* and see that it has been requested on our end, and now we are waiting for the bank to process the money back to you. 
  The refunded was requested earlier today at 9:21 am and will be back into your account in **** days. I know you were told that a month ago. To ensure that you are kept in the loop I will send you a screen shot of the refund process request to your personal email. 
  
  Again Connor, I am very sorry for the delay in this refund. 
  
  If there is anything else I can do please let me know. 
  
  Respectfully, 
  *******

  Customer response

  02/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Connor *******
  
   
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked online for a Covid test because we were traveling and were required to apply for a *********** prior to travel. We went to their ******************, ** location on New Years Day and they weren't there, so we went to their **********, ** location. We were tested at 3:00 pm and the tests were Rapid and we confirmed we would receive the results in 1 hour. At 8:30 that night, we still did not have results so we had to cancel our trip for the next morning where we were supposed to apply for a *********** and we were supposed to leave our house at 8:00 am. I contacted the company and they only gave us a partial refund after they took our appointment for a location that wasn't even going to be open and they did not send results within the time we were promised. I have only attached one email but there were 3. The order information for the 3 people are:*************************** Order#******* *********************** Order#******* ********************* Order#******* Companies need to be held accountable for not delivering, when people are relying on what they advertise.

  Business response

  02/14/2022

  Dear *******,
  
  I am very sorry to hear about you most recent experience with Covid Clinic. 
  
  I am very thankful that you reached out to us again with this concern. 
  
  I have fully refunded those 3 orders, the money will be back into the respective accounts in **** days. 
  
  Again I am very sorry for the inconvenience caused. 

   

  Please let me know if I can help in any other way. 
  
  Respectfully, 
  *******

  Customer response

  02/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/25/2021 I ordered a COVID test through covidclinic.org to be performed on 12/26/2021 (appt time 3:15 PM) for $129 charged to my credit card ending in ****. Order #*******. I arrived at the ******** ** location 45 minutes before my appointment time and waited in a long line of cars. After 2 hours of waiting security came by and told us that we should disperse from the line because we would not have time to receive our tests that day. I was "on chat" with the company at that time. I have followed up via phone and email with this organization since Dec. 30th in trying to receive the refund for this test. I have repeatedly been told that the request is being processed, however, to date I have not received a refund. I am attaching the copy of the email communication pertaining to this complaint.I need your assistance in getting resolution to this request for a refund of $129.Thank you for your assistance,************************ ************** ***************************************

  Business response

  02/11/2022

  Dear *********************,
  

  I am very sorry to hear about your less than pleasant experience with the ******** location. I will begin an internal investigation on why the site didn't test you in a timely manner. 
  
  As for your refund for order *******. This refund request was processed yesterday at 2:30pm, the $129 should be back into your account in **** days. 
  
  Again ****, I am very sorry about your most recent experience with Covid Clinic, and the delayed communication about your refund request. 
  
  If there is anything else I can do please let me know. 
  
  Respectfully, 
  *******

  
  

  Customer response

  02/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked three covid tests on line through this business, to be performed through drive-through service on 12/28/21. When we arrived, there was a woman at the book who informed us that testing was not available due to low-staffing. The tests were prepaid on line. She provided a number to call for a refund on a scrap piece of paper. When I called the number, I was unable to get through - just reached a busy signal. I reached out via email and did receive a response back about two to three weeks after my original query, telling me that my request for a refund had been escalated to upper management. I then received an email about two weeks later, asking for order numbers and names, which I provided. Today, I received another email, requesting ***** for the names to be sent over unsecure email, which is suspicious and completely inappropriate for a health care agency. I still have not a refund for the three tests which were never performed, and I am hesistant to provide PHI over email to an unknown person.

  Business response

  02/10/2022

  Dear *****,
  

  I am very sorry to hear that your refund request has gone unanswered. Our **************** team has been experiencing a large increase of incoming requests due to this most recent Covid-19 surge, which has caused some emails to slip through the cracks. 
  
  
  I would be happy to issue the full refunds. Can you share with me the order numbers? 
  
  Once I have those order numbers I can process the refunds for you. 
  
  I look forward to your response. 
  
  Respectfully, 

  *******

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid $150 on 12/27/2021 for an expedited test. The test result was promised to take 2 days. It took 5 days to release the result. The website indicated a full refund would be issued if test results were 2 or more days late. I have emailed multiple times starting December 31st and called by phone on January 27. I was told a refund would be issued and the credit card refund will show ** in 5-7 business days. I still have not been issued a refund (8 business days). I hope you all can help resolve this issue.Thank you.

  Business response

  02/09/2022

  Hi *******,
  
  I am very sorry to hear about your delayed refund request.
  
  I would be more than happy to look into this request for you. 

   

  Can you provide me with your order number for this test purchased on 12/27/21?
  
  Once I have that order number I can look into the refund request. 
  
  I look forward to your response. 
  
  Respectfully, 

  *******

  Customer response

  02/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have attached the requested order number for Covid Clinic to review. The order number was 3235630.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩