I would give them -100 if possible, the service is so bad and I waited for 6 hrs plus to get my turn for home kit test. After test was done, shipment got picked up 2 days after the test , then according to tracker it reached the final destination but never got my results at all. I spend 17 days for quarantine and then decided enough is enough. Till date no results on the account. That is sheer harassment to public and Govt needs to come up with better service provider than this company.

Avoid at all costs, these guys are frauds. If you call them or check there website the Pearson airport testing center guarantees results within 12-24 hours. Total and complete lie, as I received my results after 42 hours, and ended up missing my flight because of this. When I called switch health, they said they make no such claim. Although it’s clearly written on their website, and all switch health personnel at Pearson airport say “ You’ll receive your results in 12-24 hours no later”. They did the same non sense with 2 other friends. I would recommend be careful, and hopefully you have better luck than I did.

I purchased a travel PCR test kit with expedited shipping on October 26. After 8 days, I still had not received it and called customer support. They told me to email, which was ignored. After chasing down support, I politely asked for a refund as it was clear the kit would not arrive before my trip. They sent me a generic "we're committed to helping you" response, and then silence. November 17 I received an email with tracking information. I have never had such terrible customer support. This situation caused a lot of extra stress abroad and cost $200, which still has not been refunded.

The worst experience ever. Upon arrival I was selected for “random” testing which is not random at all, basically everyone is sent to get a test. My flight was delayed for 28 hours and of course I was not happy to realise I should wait in line for an hour to get my 7th test in a week. Line at Pearson was insane and I was surrounded by hundreds people arrived from dozens of different destinations sneezing and coughing with NO social distancing at all. I felt like it was a joke and it is much higher chance to get a COVID in that line that anywhere else. Today is day 4, I did not get my results back, I was forced to take 3 extra vacation days and calling them doesn’t give any results at all. And what is a point of waiting for this results at all if PCR is legit for 72 hours only. Moreover, I have arrived together with my boyfriend and we did test together. He has received his results in 2 days, whereas I am losing my vacation days and money because of this SCAM.

I just wanted to highlight that my test results have not been provided yet. My 14 day quarantine ends today. Please provide the test results as soon as possible. Getting inconsistent information through agents: I have been following up on the customer care number, some agents mentioned its been received by the lab, but some said otherwise. If the package was lost the resolution could have been made much earlier in the process and not on Day 14. No tracking process: There is no tracking facility of the package by switch health. I was not aware I needed to collect the tracking information before I send it via Uber. Agents putting me on hold for extended periods of time: Your customer care advisor kept me on hold for 45 minutes and no resolution. This is super annoying and frustrating. No resolution made: there is no solution provided to me yet. This is very annoying. This is a very frustrating and annoying experience. This has not just happened to me but many others who have gone through this process. My goal is to keep everyone safe and complete my quarantine before I can move around freely. Your customer care advisor kept me on hold for 45 minutes before he came up with a solution of sending me a new test kit. This is super annoying and frustrating. You really need to find the root cause of any lost specimens and update the person in quarantine as soon as you can. This is super annoying that people are expected to extend their quarantine because of inefficiencies in your processes. This should not be a trend and increase the frustrations of people in quarantine.

We are really frustrated with their service and customer care! Both me and my wife are fully vaccinated and traveling from US to Canada to visit our family. Their system showed that they will pick up our day 8 (Friday) test samples on Saturday, but they picked up our test specimens 72 hours after collection as their courier does not work during the weekend. I called them many times during the weekend and requested them to provide me with an Uber voucher as they mentioned that’s an option, but their customer service refused to provide the voucher! I’m on day 14 of my quarantine and still have not received the results of my day 8 test. Called them many times today and was told that they received the samples but it may take 2_3 additional days to receive our results! Canadian government should have chosen better company for providing this service as switch health is not definitely capable of doing that!

I would have given 0 star if I was allowed to. Terrible service. I was tested at Pearson 8 days ago and no results yet. First information was up to 72 hours, then 5 days and so far no results. I have called many times and the excuses vary greatly, but no one is able to provide an ETA. If they cant process all the tests in a timely manner, why did they apply for the job ? Bribes maybe ? I wonder what kind of deal was done with government. If people in Canada who tested positive, needs to quarantine for 5 days, what is the point of testing people at the airport (after they have been tested prior to coming to Canada) if the results take more than 8 days ? It's a huge waste of the taxpayer money. Meanwhile, the citizens must waste their time in quarantine while they wait for this company to provide the results.

Zero star if possible. They have the monopoly. I see they answer with generic replies- how customer savvy. Switch Health gave me an already used serial number for my second (day 8) kit. Refused to overnight me a new kit even when I offered to pay. They said it could take up to 7 business days to process my email request for a new kit, then another7 business days for me to receive it, then another 9 business days for me to get my result. Me and my three year old who are extremely Covid cautious and not breaking a single rule throughout this whole pandemic, are supposed to have our quarantine end in 5 days. So, ,thanks to their lack of proper management and accountability for their own mistake, our three year old and I will potentially have to quarantine for up to 28 days! Switch Health, do not reply to this with one of your generic messages you have been using for all the reviews on here. Just change your customer service; if you make the mistake, overnight the customer a new testing kit and fast track the process. It is YOUR mistake and we are being punished for YOUR mistake. Learn from the reviews on here.

I took my test along with my two kids. Theirs came back fine, mine came back as "damaged specimen". They took an extra day to inform me of this, and now it's the weekend. Won't be sending me a new kit until Monday at the earliest. I'm looking down the barrel of a 19 day quarantine with no option to expedite things. Their website is buggy and wouldn't let me update my own profile. I asked the nurse during the video call to update it for me, and she assured me it had been done. Lo, my test results came back with the wrong info still attached. Mind you, I'm fully vaccinated. Go Canadian government go!

Horrible company! Totally inflexible! I ordered two LAMP tests for travelling and paid the $15 for 1-3 day delivery so i could get it before I departed for my trip. They would not cancel my order the next day after 32 hours the product hadn't even started the shipping process. At this point I realized it could not be delivered in time. Obviously the 1-3 days could not be met because it's already been 32 hours and they haven't even started the shipping process. I requested to cancel and they refused. The product had not left the warehouse, they hadn't even prepared a shipping label. So that $400+ (2 kits) wasted on a product that will arrive AFTER I leave. Even though they did not meet their 1-3 guaranty, they still were unwilling to cancel my order no matter what. I requested to speak to a supervisor and that person never even bothered to call me. Oh, they quoted some 'policy'. The shipping label was finally created and now 2+ days later it still hasn't been picked up by the courier. There was EASILY options for them to make an exception to their policy and simply cancel an order that hadn't shipped, hadn't even had a label created. the 1-3 business days is completely a fabrication. BE CAUTIOUS! These guys are all about the government contract and could not care less about the service, or make exception when THEY fail to meet their part of the deal. So now I have to spend another $150 USD x2 for a kit while abroad. This whole process will cost me $800+ for 2 people. They could have easily cancelled the order and it would cost them NOTHING!

Very poor managed company. Me and my Family were tested at Toronto Pearson on January 8. My daughter got the results yesterday (Friday 14 - 6 days after!!!!). We are still waiting for the results. As a tax payer, I feel they are stealing from Canadians. I have called them multiple times, they say sorry for the delay but not action. Federal government needs to terminate the contract. We are still doing test for travel when Canada has one of the highest infection rates in the country!!

Switch sent me a notice on day 14 of my quarantine to the effect that my day 8 second quarantine test sample was damaged and no result was available. They did not try to contact me, by phone, e-mail, through the portal or otherwise to give me any instructions about what to do next. Meanwhile the government is telling me to stay in quarantine and wait for Switch to send me a new kit (in fact, the agent said if Switch sent you a damaged sample report, the replacement kit should already be on its way). No kit had been sent and a Switch agent told me their whole reporting system is automated so they do not even know what message they sent me and do not follow up on damaged samples. Bravo. I had to proactively chase this every step of the way (including repeated experiences of automated telephone answering purgatory) and as a result, my quarantine lasted 29 days.... And I was already double vaccinated in the US more than two weeks before entering the country and starting my quarantine. What a fiasco.

Very rude receptipnists. They didn't even look at me when I was standing in front of them, but continue chatting each other. I arrived on time, but they told me to wait for an hour since the doctor was having a break. Just came back home. Aweful experience.

Switch Health is truly unequipped, incompetent and failing at executing its governmental contract. I sent my covid test on Monday morning, it didn't reach their lab until 2-3 days later and now they have been processing it in the lab for over 5 days. My quarantine is finishing tonight and I have no idea when they will be able to provide the result. Their customer service is atrocious. Everyone gives you different informations every time you call, and they refuse to let you know how long it will take. This is the most frustrating experience I have had with an health care provider, and I seriously hope they either change their service and approach dramatically, or loose the $100 million contract they have with the Canadian government. This is unacceptable.

I posted a negative review 2 weeks ago and see it has been deleted? Not surprised as this company is not full filling its obligations with test results. I arrived from Cuba in Ottawa Dec.31. Was told I would have results within 48 hours. After calling 3 times a day from Jan. 3 to Jan. 6 (6 days) I finally received my test results. I was one of the lucky ones as I seen others waiting up to 10 days for results. Everytime I called I was told the same story "labs were overloaded due to demand"? How can this be true as almost 40% of travelers cancelled after the federal government posted a level 3 travel advisory on Dec.15th? This company was awarded $440 million dollar (Taxpayers $$$) contract to provide testing at airports for people arriving from international travel. I am hoping someone looks into this companies internal management. Maybe letters need to be sent to our MP's or to news stations (W5) to investigate whats happening with taxpayers money???

It's rare that I give reviews. But given that the service is mandatory, you'd think that there would be a greater effort put by the company on efficiency and optics. Given the barrage of 1-star reviews, you can kind of expect where this is going (and am I going to preemptively say that I am not interested, nor anyone should be buying the responses of "oh please just email us and send us a DM" after each 1 star review - what would speak volumes is a good service, rather than just trying to resolve issues on personal basis, as those issues seem to be affecting a great deal of people using this service). The issues started with the first test at the airport. When I arrived I was given a bag with a vial and was directed to a cubicle where a (I am assuming) trained operator preformed a test. When the operator took the bag from me she noticed that the bag was stuck with the label on the vial tore a hole in the plastic (which I guess makes the test contaminated somehow?). Anyway, 24 hours later I get an inconclusive test. After a number of not very helpful calls I was advised by a government official (not that it was the government official and not switch health official, and that the government official noted that this isn't the first instance) to use my 8 day test to speed up the process. I have done the test, submitted it, and then IMMEDIATELY requested another test to be sent to my address. Test results came back negative. I thought this was a rather good outcome given the initial screw-up. Fast-forward to today. It's currently day 10 of the quarantine. The test was supposed to be shipped 6 days ago. I spoke to an official and apparently it's still labeled & won't be shipped til tomorrow. Absolute joke. I have an email trail & list of times I have contacted Switch Health. Each time I was told the kit was 'labelled.' Now I am facing daily submissions on ArriveCan and threatening emails telling me that I could face a fine and that I MUST take the test today. It seems that for a mandatory service that people arriving in Canada must use there is a complete lack of urgency & lack of adherence to regulations. I wish I could do my test elsewhere and be done with this (similar to being responsible for your own PCR test on arrival), because this is beyond anything I have ever experienced before. And to the person responding (if they respond), yes, I have send an email, as a matter of fact, I have sent several. And yes I have read other responses. This still does not justify in any way the experience a lot of people have to go through.

If I could give 0 stars I would. I am currently on day 6 of quarantine, even though the "extended" turn around time is 3-5 days. I've now missed an basically an entire week of work. The federal government needs to do better when awarding contracts. Clearly this terrible company doesn't have the capacity required for such an undertaking. At this point ill even pay for my own test to get out of this imprisonment. Don't even bother chatting or calling customer service, they are completely useless and basically read from a script.

I and my husband arrived Pearson airport on January 7th, were given the self swab test kits which we completed the early morning on January 8th..Today is January 15 th and we still did not hear of the results. We called several times, were told the result will be ready in 7- 10 days....our work and assignments need to be rescheduled as negative test is required to end quarantine. Avoid this company if you need the 72 hours clearance test for travel.. PCR test in many labs can be done in 24 hours

Save your time and money and do not purchase the at home RT-LAMP kit. We purchased 3 kits for a recent trip to the US from Canada as we figured this was a much more convenient option. Let me say that the hours and money wasted due to faulty kits was very disappointing. The QR codes provided would not scan and read as invalid or the test had been used. This lead to hours of frustrating phone conversations and staff trying to trouble shoot the situation. To be fair the staff were polite and tried their best, but the product is faulty. We were told that a lot of the RT-LAMP tests have this issue and they are looking into the manufacturing. Also, the test requires batteries and times out so if you put the batteries in before the test begins, lose connection, or it takes longer than 30 minutes the test will become invalid. The instructions could have been much more clear regarding this issue. So out of 3 tests we had one Covid result and 4 hours of wasted time.

I didn’t sign your disclosure form, so I can say what I want. This place is a complete JOKE. THEY WILL SCREW YOU OVER. They are the most un professional company on the planet. Mass layoffs, trying to get employees to sign non disclosure forms so no one goes to the media. They have no actual phone number they just call you on a private number. They don’t pay what there supposed to. Just a matter of time before they get sued. Do not EVER use this company FOR anything. If I could post - 0.0 stars I would. Don’t know how these people sleep at night. The only thing I look forward to now is watching this entire company fall.

I read other people's reviews and I feel like they might be projecting their frustrations with government policies in their reviews. I have crossed the Canadian border multiple times and have been given the required take home switch test each time. They do take longer to get back if you are given the test upon entry and you have to travel to another location from that point. (not Switch's problem) The information from Canadian Customs is not super clear and having 3rd party involved does complicate things. All the nurses that helped me were kind and clear, one even assisted me with my shipping issues. I didn't have to wait too long either. I think everyone needs to take breath, realize traveling in a pandemic is not easy and just be grateful for these privileges.

The processing of the test and releasing of results are awful. I'm well over the 14-day quarantine period but I haven't received my results despite completing and submitting the test on time. I contacted their support team through different channels but they all reply with the same thing, and that is to wait for a couple more days. You can't feel any willingness to assist from their phone support representatives. Their reps are either indifferent or rude, and can't even answer the simple question of whether their lab is operating during the weekends. I'm still giving this 2 stars though because of the lovely nurse who helped me with my Day 10 COVID testing. She was fantastic.

If it was possible to give zero stars I would. After completing a NEGATIVE covid test my pdf said I had a damaged specimen. Everything went smoothly yet they couldn’t provide me a reason why they gave me this result. So I had to complete another test somewhere else. I wasted an entire morning trying to complete this garbage test. AN ABSOLUTE MONEY GRAB!

I've been tested at Pearson Airport twice for early-morning U.S. trips. Pearson covid-TESTING STAFF are friendly, proactive and fun: MANAGEMENT give testing staff Christmas bonuses! (5 Stars for them!) BUT....both times I feel the FRONT RECEPTION was thinly staffed and clearly harried. As well, both times I made a reservation yet I was told to line up with the walk-ins, with the "reservation" aisle closed. Why should we bother with reserving online? Again, bonuses for the TESTING staff please.

Incompetent staff and poorly designed home test kit I ordered the Covid Antigen test kit through the Aeroplan program. It was $79 for 2 tests that my daughter and I were going to use to meet the travel requirements for the US. My daughter called their phone number to help with the test. The nurse missed a critical step of telling her to get the box ready to hold the vial so it spilled. One test spoiled. She called again and got a different nurse who told her to take out the part of the box that holds the vial. She explained what happened and he apologized. She had to put the QR sticker over the other sticker, which was very challenging. It still showed a small white portion of the old sticker and a supervisor needed to be called to confirm that they could accept the results. Fortunately, it was accepted. She called to try and get a refund and was placed on hold for 4 hours When someone answered, they hung up. She tried again and was put on hold again. She wasn't guaranteed that a refund would be issued. As a result of this mess, I had to book my Covid test appointment at 5 AM at the airport so that I can get the results and be ready for check in 3 hours before my flight to San Diego. Unfortunately, I also ordered the Covid lamp test kit for my return home from Canada. Avoid this company! Switch Health responded to this review and asked me to contact them. I did the same day. 2 weeks later and no response. Avoid this company!

Great experience! I was able to get an appointment for the test online! Got my results very fast. Thanks to everyone at Switch Clinic for such great medical care. 5 stars definitely

Took my first test when flying to US in October. Took a few minutes to be set up with someone. Once i did, the steps were extremely easy. The technician i was dealing with was great. Was a great experience and would recommend this to anyone.

This place operates like a business who knows they will be obsolete soon. Try to steal their clients money any chance they get. They changed the language of their PCR test from 12-24hr to sameday/next day. They hide behind grey language and dodgy refund policies. The only threat that will escalate anything is letting them know you will dispute the charges with your credit card company otherwise you will just get the run around to different departments but never really speak to anyone. 1 star is too many stars for these thieves.

We got our whole office tested there. These people are just awesome. Quickly took care of every one of us. Definitely would recommend it to every company in Mississauga. These guys are simply the best! Many thanks

It was very easy to set up appointments on the website, so the process from checking in to testing was very well organized. I would recommend this clinic

Cannot overstate how terrible this service is. Anyone who chooses to do business with them, or award a contract to Switch Health in the future should be immediately fired themselves. - Useless and abominable customer service who cannot get their act together. - Multiple reps providing misinformation on recorded line! We had our day 8 tests taken and booked our shipping pick up. Told to keep our tests in the fridge until the pick-up and that they tests would be good for two days in the fridge. No one showed to pick it up. - Called and said they would have a third party pick it up, and not to worry because now apparently the tests are good for 3 days in the fridge. No one showed to pick it up. - Called Switch Health again, and were told that now no one could come until Monday morning because no one apparently works on the weekends for pick-up (which is insane considering how many people need to have these tests picked up), and the Switch Health customer service person told me the tests would now be ok for 4 days in the fridge. After some back and forth with her she said "even if they pick them up late Monday they'll be good, which actually bumps us up to 5 days. So suddenly we've gone from "up to 2 days of viability" in the fridge, to 5 days. I ask with a manager because I want to know if my tests are picked up on day 5 and come back as invalid because they're expired that I won't need to extend my quarantine. She tells me that's up to Health Canada, and that managers will not take direct calls. Absolute nonsense.

As many others here I arrived at Pearson airport and was forced to take an arrival test and quarantine until results arrived. It is supposed to be a maximum of 72 hours until you receive your results. I am currently on day 8 and still waiting. No amount of calling or complaining helps. They should not do the testing if they are not up to the task!!! Also they are making false claims on their website about the duration. This is unacceptable and a huge joke!!! If you are not forced to do business with this company STAY AWAY at all costs!!!

Don't count on this company being responsible for getting a kit to you in or near the time claimed. I purchased an express antigen test for which I received a receipt on Dec 31, 2021. I paid an extra $10 to have this delivered within 2 business days so that I could fly out on Jan 9. I was given a tracking number with Purolator. On the 4th business day, two days before my flight, the package still hadn't arrived. Purolator listed it as delayed with no expected delivery date. I first contacted Purolator mid-afternoon on Jan 7. They set up a trace for it. I next contacted Switch Health via a chat and the person there said they would contact Purolator. I postponed my flight 6 days and spoke with Switch Health. This took a couple of hours--I was on hold for a half hour before getting disconnected, and on hold for another half hour. I then requested that they send me another antigen kit, but they insisted I call Purolator on the phone to make sure they couldn't find the kit. That took me another hour to get through. Purolator told me they were looking for the kit in lost and found which might take a few days. When I called back Switch Health, they told me that Purolator was now closed for the weekend, they needed confirmation from Purolator that the kit was lost before they could send out another kit, and this could not happen before Monday. And, furthermore, they would not send it express--it would take 3-5 days or more. But they would give me a refund. At this point, I decided to pay nearly twice the price to get a test in person at a local lab.