Memphis F.
Not getting much communication at all
Not getting much communication at all! They had a problem registering my kit and told me to ship it anyway and they’d figure it out because the supervisors were getting involved and they’d take care of my kit when it arrived, so I was informed they’d be on a thorough look out for it to arrive. Then they tell me they can’t find and lost it, and never communicated with me there was an issue with finding it till I called. Then when I called last week they said they’d get a supervisor to contact me, supervisor hasn’t contacted me. This was my second kit because I couldn’t draw blood on first so needed a finger pump and then they sent a THIRD TEST in the mail before they ever told me what happened to the second one I sent in!!! I feel like I am getting dragged along.
Response from The Health Institute With Dr. Josh AxeOct 22, 2026
Hi Memphis, We’re very sorry for the frustration you experienced with your test kits and for the lack of communication throughout the process. We understand how upsetting it was to go through multiple collection attempts, send in your kit as instructed, and then have to reach out yourself to find out what happened. Our manager spoke with you yesterday to hear about your experience and discuss what happened. We confirmed that the kit you sent in was rejected by the lab, and a replacement kit was sent to you. A team member also reached out yesterday to help support you. We recognize that you should have been kept informed about the status of your kit and the reason for the replacement. We’re sorry that updates were not communicated clearly or promptly, and that the process left you feeling like you were being passed along without answers. Thank you for bringing this to our attention and for giving us the opportunity to speak with you and provide support moving forward. With respect, The Health Institute Team