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ComplaintsforTest Smartly Labs of Kansas City
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Complaint Details
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Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 25th I submitted a hair and urine sample for random drug testing. I informed staff and the manager, ******* *****, that I had a prescription that affects the test. My samples were sent off to a lab and I never received a call from an MRO to verify the prescription and the results came back positive but overturned later when I provided proof of the medication to the MRO. Prior to me speaking with and clarifying the prescription to the MRO, ****** had relayed my test results to the person who referred me to submit the drug tests. This relay of information was detrimental to my family and never should have been related by ******Business response
06/22/2022
Test Smartly Labs response to this complaint is listed below.
This issue stems from the Medical Review (MRO) portion of a drug test. No errors or information were inaccurately relayed by Test Smartly Labs.
This statement "I informed staff and the manager, ******* *****, that I had a prescription that affects my test." Incorrect. ******* ***** does NOT work in the office where the customer completed a test and he was NOT the collector. He did NOT speak with the customer prior to the drug test. Test Smartly Labs does NOT review prescriptions. That is the job of an MRO which is a third party, licensed Medical Review doctor. Collection sites, such as Test Smartly Labs, use an MRO to verify donor prescriptions. A lab tested POSITIVE can be changed to NEGATIVE if an MRO deems proper prescription useage.
The customer spoke to ******* ***** AFTER the results (reviewed and verified by the MRO) were officially released to Test Smartly Labs and sent to the approved results recipient on behalf of the customer. Shortly thereafter, the customer called into Test Smartly Labs to question why an MRO did not contact her. ******* provided further information for the customer to dispute the results. The customer thanked him for the information and stated they were glad someone listened to their situation.
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******* *****, Business Development Manager
Test Smartly Labs Testing Centers
*** ***** ******** *** ***** ******** **** ***** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.