ComplaintsforPiedmont Urgent Care by Wellstreet - East Cobb

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Tuesday, March 28, 2023 at approximately 5:54pm I ordered an online DOT Urine Drug Test (order #******) from the ***********************, **** However, the following day I received an ePassport for a testing site with barcode AI75107144J8 via email. Later, I arrived at Piedmont Urgent Care ************* for a drug test. Fast forward, on Monday, April 17th at approximately 12:02pm I called ****************************** (***********************, ****) to inform her that I have called several times and I had not received the drug test results via email. Then, ********************* stated the results were delayed because a "wet signature" is required from the collector to complete the process. Immediately, I called Piedmont Urgent Care and asked to speak with a manager. I was told by ******* that the manager was not in the office. Secondly, I asked to speak with someone in charge. She (*******) stated "there is no one in charge" and I can speak with her regarding an issue. During this call, I proceeded to tell her the issue and she replied "call Quest Diagnostics because ***** delivered the specimen to their lab". Lastly, I asked ******* for the ***** tracking number and she replied " I do not have a tracking number". Moments later, I called Quest Diagnostics at ************ and I received an automated message stating Quest Diagnostics is not allowed to give test results. By this time, I informed ******* of the Quest Diagnostics automated message. ******* apologized and stated there is nothing further she can do and to take another drug test. With that said, both parties (Piedmont Urgent Care and ***********************) did not have a sense of urgency to correct their mistakes beforehand or after I called several times. On the other hand, I'm quite sure after the specimen and paperwork was sent to the lab, the lab sends back a memorandum to fix these mistakes before testing can ever begin on the specimen. In conclusion, I need to know why this problem was not resolved in a timely manner?

  Business response

  04/28/2023

  Thank you for reaching out. We believe that we have resolved the concern at hand concerning billing/*** practices.  ********************* connected with you. As explained, we do explain the *** (Card on file) and billing policies in depth to our patients. Please let ** know if there is anything further we can do to assist.

  Customer response

  04/30/2023

   
  Complaint: 19973302
  
  I am rejecting this response by the business because my complaint has nothing to do with a billing issue or credit card being on file. I did not discuss billing with *********************. I am not asking for a refund because the third party company handles billing (***********************, ***** My complaint is accountability and correcting a honest mistake. The mistake is the collector did not wet sign the Federal Drug Testing Custody and Control Form in order for Quest Diagnostic (Lab) to proceed with the *** drug test. However, Im quite sure the lab sent a memorandum to the company (Piedmont Urgent Care-Marietta) for correction because the lab can not proceed further without a signature being on the form for legal reasons. Meanwhile, the collector (Piedmont UC-Marietta) failed to correct their mistake. With doing so, the collector is ***************** for me not receiving my drug test results. Above all, I want to know why the collector failed to correct their mistake? 
  

  Business response

  05/01/2023

  Good evening,

  My name is ***************************** and am the practice manager overseeing the Piedmont Urgent Care ************* clinic location you visited previously. I do want to first apologize on any confusion there was on the response to your concerns from your visit to our clinic. I read through the messages and I see there was the main concern of receiving the test results from a drug screen and Quest stating they needed more information to process.

  I was able to investigate this thoroughly by speaking to representatives at Quest directly, looking through our documents in our system and now have more updated information. I would love to connect with you if possible in order to discuss your concerns at hand and I truly appreciate your feedback. I attempted to reach out to your phone  this afternoon to follow up with you, and I was unable to leave a voicemail. It stated the inbox was full. Please feel free to reach out to me anytime on my direct line. I appreciate your time and I look forward to speaking with you, thank you. 

  ***************************** - Practice Manager

  ************

   

  Customer response

  05/06/2023

   
  Complaint: 19973302
  
  I am rejecting this response because the Practice Manager (*****************) has not returned my call. However, Im more than willing to resolve this matter once ***************** and I have a chance to talk about the complaint. 
  
  Sincerely,
  
  *******************************

  Business response

  05/16/2023

  ********************,

  I am so glad we got to connect over the phone and were able to discuss your prior concerns regarding your visit. I apologize again on the phone tag. I appreciate your understanding on the issue and am thankful we were able to go over the details and identify the problem at hand with Quest.

  It was so nice to talk with you and please know I'm a phone call away when you'd like to follow up at any clinic and we will  go over options for a smooth process for you with testing. Thank you again for your time over the phone and I hope you have a great rest of your day. Thank you. 

   

  ***************************** -

  Practice Manager

  Customer response

  05/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am very pleased and I look forward to doing business again with Piedmont Urgent Care *************. 
  

  Thank you again ***************** for going above and beyond with resolving this matter at hand with Quest Diagnostics. 
  
  Sincerely,
  
  *******************************

*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. ↩