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ComplaintsforUniversal Background Screening
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Complaint Details
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Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
ItemNameDescriptionQtyTaxableUnit PriceItem Total 1InvoiceInvoice AA*C7134-D41A-4C95-*996-949C*6673D8C1N$55.00 (USD)$55.00 (USD)Total:$55.00 (USD)Payment Information Date/Time:20-Jan-2024 14:41:56 PST Transaction ************** Payment Method:Visa xxxx1530 Transaction Type:Purchase Auth Code:04694D Subject: Complaint Regarding Failed Urine Drug Screen and Delayed Testing Dear Better Business Bureau,I am writing to file a formal complaint regarding the inadequate service I received from Universal Background, regarding a recent urine drug screen. I submitted a urine sample for drug screening. However, the test was not performed promptly, and it failed to yield any results until five days after the sample was submitted.Cynergy ******* Dr. * ******, reviewed the case and has confirmed that the drug screen was not performed until five days after the sample was given to the lab. This delay is unacceptable, as it undermines the purpose and reliability of the drug screening process. Furthermore, I was charged for a service that was not provided effectively.As a customer, I expect timely and accurate service, especially when it pertains to matters as crucial as drug screening. This experience has not only caused inconvenience but also raised serious concerns about the professionalism and reliability of the laboratory services provided by Universal Background Screening. I am requesting your assistance in resolving this matter and ensuring that appropriate actions are taken to prevent similar incidents in the future. I seek a refund for the inadequate service provided and assurance that necessary measures will be implemented to improve service quality.Thank you for your attention to this matter. I trust that you will investigate this complaint thoroughly and take appropriate action.Sincerely,******************-as, RN, *SNBusiness response
02/15/2024
The complaint references inadequate service received from Universal Background Screening ***** regarding a urine drug screen, stating the test was not performed promptly, and failed to yield results for days after the sample was submitted.
It should be noted that *** does not perform diagnostic, laboratory, transportation, or physician related services. *** is strictly the third-party administrator to help facilitate the service that was ordered. For example, the services provided by *** were those of listing different diagnostic facilities for the donor to choose from, daily (business days) status updates to the customer that ordered the service, contacts with the laboratory regarding the delay in processing in attempt to expedite the service, and provide the customer with contact information for the medical review officer (***) so that information could be relayed to the donor.
The urine drug screen noted in this complaint was administered at a diagnostic facility, transported to a laboratory for testing, and sent to the *** to confirm the test results of the specimen; none of which are owned or operated by ***.
Upon investigating this complaint, we have confirmed that the ***, operating separate of ***, informed the donor there was a delay in transit which could result in abnormal pH in the sample. While *** does not control sample collection, sample handling, shipment times, processing times, or sample testing, *** does sympathize with the donor regarding her experience and will offer her a full refund of $55.00.Customer response
02/21/2024
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,
******************-as
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.