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More complaints come in about problems accessing COVID-19 test results

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Posted at 4:57 PM, Nov 19, 2020
and last updated 2020-11-19 22:16:29-05

Editor's note: Denver7 seeks out audience tips and feedback to help people in need, resolve problems and hold the powerful accountable. If you know of a community need our call center could address, or have a story idea for our investigative team to pursue, please email us at contact7@thedenverchannel.com or call (720) 462-7777. Find more Denver7 stories here.

CENTENNIAL, Colo. — Viewers say they are having trouble accessing COVID-19 test results from MAKO Medical and complaints continue pouring into the Contact Denver7 tip line.

They're frustrated by a phone system that seems to be overwhelmed and a web portal that's confusing.

Earlier this week, Denver7 aired a story about an Aurora woman who had been waiting for more than week to find out her test results. She visited the MAKO Medical testing site in Centennial. After her story it became clear she was not the only one experiencing the same problem.

“I email the help center, no response, I call them, I call the two numbers I was given. I set up the portal, I’ve been checking the portal," said Cheri Hurd, another viewer who reached out to Contact Denver7 after she saw the story.

Friday will mark one week since Hurd was tested for COVID-19 and she was promised results in three to four days.

"We’re just trying to do the right thing, we don’t want to spread anything, so here I am stuck, I’m furious," Hurd said.

C.J. Davis said he went to the Water World testing site nearly a week ago and he's still waiting, too.

"It’s just been frustrating not knowing," said Davis.

Some viewers have been able to find out their results after contact a different customer service line that was provided to Denver7 during the course of our reporting. If you're having trouble accessing MAKO Medical results, you can try calling 719-416-5857.

The CEO for MAKO Medical responded to the complaints and said in a statement that they are working to improve the phone system.

“Our laboratory has consistently been turning COVID results around in 24-48 hours upon receipt in our lab, however we are aware some citizens are having trouble with the patient portal where they log-in to receive their results. Problems can arise when the user inputted log-in name does not exactly match how that name was provided at the actual field testing site. We are working with citizens to try and ensure they know their results, while also offering clearer instructions for the patient portal. We are also building and implementing additional phone infrastructure and software. Our MAKO team has processed more than 2.2 million COVID-19 tests since April, and we treat every test as urgent because we know people are waiting.”
- Josh Arant, Chief Operating Officer, MAKO Medical