ComplaintsforeScreen

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My name is ***** ******, and I am writing to address a critical issue regarding a pre-employment drug test I submitted on August 5, 2024, at approximately 4:20 PM. The test yielded a positive result due to a prescription medication I take, which I had disclosed to the clinic before the test. I was informed that someone would contact me for clarification, but this has not occurred. Since then, I have made several attempts to resolve the matter: • On August 6, 2024, I was instructed to contact E-Screen MRO for further clarification. Despite my offer to provide prescription details and request for a timeline, I was told that they were following their protocols and that I would be contacted if necessary. • On August 7, 2024, I was informed that my sample arrived at 9:59 AM. When I requested a timeline for the resolution, I was met with unhelpful responses and was advised to call back later without any real assistance. • On August 8, 2024, after being on hold for approximately 8 minutes, I was told that the sample was received the previous day and would be processed within 2-3 days. I reiterated the urgency of the situation, but my request to speak with a supervisor was met with the usual response of calling back later. • On August 9, 2024, I spoke with Jen, who advised that processing might take 2-3 days or longer. Despite my repeated requests to speak with a supervisor, I was again told to call back, which I find both frustrating and ineffective. The delays in receiving my test results have not only caused significant inconvenience but also financial difficulties as I have been unable to start work as planned. This has impacted both my financial situation and my employer's operations.

  Business response

  08/14/2024

  We have thoroughly researched this complaint and have determined that it followed standard protocol for drug testing.

  The donor provided the specimen on 8/5/2024.

  The specimen did not test negative at the clinic, so per protocol, the specimen was sent to the lab for confirmation testing.

  It arrived at the lab via FedEx on 8/7/2024 and began the confirmation process.

  The lab reported the result to the MRO at 11:41am on 8/9/2024

  The MRO verified the result at 4:44pm on 8/9/2024.

  Customer response

  08/14/2024

   
  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.
  

  Better communication from the company in the future would be great. 

  
  Sincerely,
  
  Corey Martin

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently had a pre-hire DOT drug screening on 4/11/2024 at ***** ***********, one of their collection sites and clinics within the ******* ************ ****** ******* (EOHN). This screening was important because my conditional offer of employment relied on a negative test result. I have no test result and I have no job offer because the lab made a Chain of Custody error, there is no signature from the collector, a Fatal Flaw and my specimen was rejected! I spoke to manager at ***** ***********, they were apologetic and very nice people but this was a devastating error. I called Escreen's customer service number on 4/30/2024 and I was told that I would have to provide evidence (proof) that the Chain of Custody was properly handled. Excuse me? I am the customer, I came in provided the sample, initialed and signed the label that sealed the vial, and signed the ******* **** ******* ******* * ******* **** and I was out the door. Why would the customer be responsible for the proper chain of custody? I was also told to contact my new employer. That is also very difficult. I am a pre-hire. I have limited contacts inside the company. I am asking ******* to escalate this issue. Contact the Clinic, contact my employer, the ****** ****** ****** *******, and please make it right. Demand this issue be resolved today! Send a link so that I can take a new test and move forward with my life. I was laid off like other many other good people in the Trucking industry and I finally found a life changing opportunity and it was just stolen from me. I don't know what else to do at this point.

  Business response

  05/03/2024

  A collection service error caused a delay in the reporting process.  Per Federal regulatory guidelines, a retest is required in cases such as this error by the clinic.  We are following the customary and regulatory guidelines to complete the claimant's record and retest.
  
  We are working with the appropriate departments to complete the record.  Corrective action has been addressed with our collection site partner.  
  

  We have escalated the claimant’s concerns, and his request for another service appointment and resolution, to our vendor partner for the ****** ****** ****** ********
  They will contact the claimant to coordinate further actions. 

  Customer response

  05/03/2024

  
  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. Thank you BBB and ******* for your decisive actions. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a drug screen from this company. **** service said I failed my drug test for marijuana. I don’t do any drugs no gummy’s nothing. I looked over my paper work. It asked was the primary specimen seal intact. Yes or no box was not checked. No signature of Accessionor. No print full name of Accessioner first, Mi,last on the page. No received at lab signature. Specimen released to TEMPORARY STORAGE. The only box that is checked. I’m asking for a blood test. They said the employer has to request. I spoke with **** they are supposed to get back with me. I need the test taken over or a blood test. This is my livelihood.

  Business response

  05/10/2023

  A formal response letter has been issued to the complainant via FedEx tracking number ************ and addresses the following:

  - Documentation: Areas of the custody and control form document – such as whether the primary seal on the specimen is intact, the accessioner information, and the signature documenting lab receipt of the sample – are laboratory sections that are not completed until the specimen is received at the laboratory for processing.  This happens after the donor provides a sample and leaves the collection facility.  If you would like to receive a copy of the custody and control form with the lab section completed, we require more details from you regarding your identity, in addition to a processing fee. Please contact us at ************ for instruction on how to remit your request for these items. - Request for a new drug test:  

  We recommend contacting the employer regarding your request for a blood test, as only they can authorize/direct you to take a new test.

  Customer response

  05/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  I am rejecting this response because:
  Regards,
  ******** ******

• Initial Complaint

  01/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 12/27/2022 I took a hair follicle test for pre-employment on 1/3/23 I was contacted by a employee from escreen stating I tested positive for cocaine , I stated I never used this drug in my life I have a prescription for ****** , ********** and I’m on a antibiotic, the employee stated you will have to pay 150 for a retest, I sent in the 150 reach out to my employer about the issue they sent me in for another test on 1/16/23 and on 1/19/23 I got another call from escreen stating I tested positive again for cocaine , I stated this is absurd , I asked have my retest came back from the test on 12/27 they stated no, I did some investigation and looking into with my lawyer and we found out that ****** contains the same metabolite that they test for that’s in cocaine and will give off a false positive mimicking a cocaine user , I tried to give them my information and my prescription but was told they can’t no longer talk to me since I have a lawyer have my lawyer contact them by email and was hung up on I called back again talk to *** a supervisor who gave me an email to send my script over to and my findings of my prescription when I called back today 1/20/23 ******** ********* the MD got on the phone and rudely stated to me she doesn’t want to talk to me I have been argumentative and I got a lawyer I said I never stated I got a lawyer for you I said I spoke with my lawyer about this false positive test and my prescription she said we don’t want to talk to you have your lawyer email us and hung up in my face. I presented my prescription VIA email and they basically ignoring my concerns and will not overturn my positive drug screen I presented the evidence that makes it clear that my ****** prescription will cause a false positive now my job is on hold because of this issue and escreen is not caring and won’t do anything about it .

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They asked me for photographs of my prescription bottles. Not only am I MASSIVELY uncomfortable with this, those RX numbers should not be disclosed anywhere. I am not comfortable with this, and since they refuse to actually call the pharmacy themselves, and they are literally terrible at disclosures and medical compliance, I do not understand how they are in business. They need to send me the copy I requested with the proper concentration numbers for my medical records, as I took the test and have a right to MY MEDICAL INFORMATION.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for a friend to get a court-ordered drug test. Online, the company said the specific drug test was available so I paid $175 for it. When he got to the facility, the specific test was not available and they told him they did not do it there or nowhere in the area. he was advised to call ************ to receive a refund. When I called the company known as ****** ****** told me they do not do refunds and they can send him somewhere else. I explained what the person told my friend and that there were no other options and they still told me I could not get a refund. No service was performed and we booked it under the condition the type of test was available. He was supposed to have a H5P 5 Panel standard Hair test and it was not available at that location.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/15/2022 I had a post-accident eScreen drug test done. It was sent to the lab (*****) and I waited for days until 3/24/2022 which is when eScreen's MRO called to say my sample was positive for MAMP, this is 100% false as I only take my prescribed (all stemming from my severe TBI in 2021) or OTC meds. The MRO had already reported the results before calling me and basically brushed me off saying their test is not wrong etc. I gave my pharmacy information to verify my meds and never heard back. But I have proof that this is a FALSE POSITIVE and should be reported NEGATIVE. Every day I take my meds which include; blood thinners, anxiety medication and TWO different types of an simulant drug - one of which is taking 3 x throughout the day and also equates to a very high daily dose. On the provided test results you will find the first inaccuracy: NEGATIVE Amphetamine result; this is absolutely impossible as I am most definitely POSTIVE for Amphetamine and due to my daily prescription meds I also have a high concentration of Amphetamine, as indicated by different lab Quant # ng/ml. The 2nd reason why these results are fraudulent is that in order for Methamphetamine to be reported as positive there MUST also be confirmed Amphetamine or the result can ONLY BE NEGATIVE for Methamphetamine! So I don't know who dropped the fraud ball here, the Lab, the MRO or both but it is fraud, poor ethics, poor quality, etc. and if not resolved will be reported to the professional entities governing MRO/healthcare and Labs and more.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a part of a drug testing collection site network with eScreen. Since becoming in-network, we have reached out by phone and email, countless times to as questions regarding proper billing and other possible services we can offer to the client base. It has been so frustrating getting someone on the phone to assist; to provide an actual solution since we became in-network. I dread calling them and it's so sad. Today, I built the courage to call and was initially sent to billing, then transferred back to client services, then back to billing, then back to client services all because the said departments both stated it was the other departments responsibility to answer my question. The wait times are ridiculous, and the automated system encourages you to send an email however that doesn't work either because you don't get a response. And what is the point of having an account manager? I've expressed my concerns about my account manager on multiple occasions and the only thing that happens is an email is sent to the same account manager or her direct supervisor but there is no follow up with our site to actually address the issue. I need to be contacted as soon as possible so I can understand billing procedures for our contract because I am being told different things and I do not want to have to inconvenience the customer walking through the door because it's not their fault.

  Business response

  03/31/2022

  Thank you for reaching out to us regarding the matter related to
  the clinic, Easy Lab Tech, located in ********** **. We received
  your letter on Wednesday, March 23rd and appreciate the
  opportunity to respond. We take these matters seriously and are
  sorry for any inconvenience this may have caused for Ms. *****.
  Prior to receipt of your letter, we recognized the communication
  gap in this situation, and had reached out to Ms. ***** on
  Tuesday, March 15th to address her concerns and to discuss her
  desire to upgrade her relationship with eScreen to an installed
  electronic occupational health partner. We followed up with
  again her on Thursday, March 17th regarding the specific steps to
  move forward and we are in regular communication with her now
  as we both work together to complete the necessary contracting
  and paperwork.
  
  Sincerely,
  eScreen Clinic Account Management.

*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. ↩