Complaints

This profile includes complaints for Health Street's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Health Street

  2417 Third Avenue, Suite 813 Bronx, NY 10451-6331

  
• 

  Health Street

  155 Water Street Suite 502 Brooklyn, NY 11201

  
• 

  Health Street

  155 Water Street, Suite 503 Brooklyn, NY 11201

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/3/25 $618 I spoke with **** at Health Street before making the purchase for a court approved one grandparent test. It is advertised both on their website and verbally by **** and then his co-worker that they only need one grandparent for the dna paternity test. In fact they charged me $50 extra to pay for the ************ They lied and the website is false advertising because the results say they need a second ************ I called the corporate office after finding that out and the male said Oh that happens all the time that its inconclusive! So they knew that and lied to me to get me to pay them money for results that cant be used in court. They have been lying since the moment I paid them and didnt send the right paperwork to the labs, didnt notify me my results were in, were extremely rude and unprofessional. I expect a full refund within 7 days of this complaint and am meeting with an attorney for a lawsuit if they prevent me from getting the results I was told I would receive.

  Business Response

  Date: 04/02/2025

  Hi, 

  A refund has bee processed. 

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

  Customer Answer

  Date: 04/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* *******, ========= GENERAL INFORMATION ========Merchant : Health Street Date/Time : 01/31/2025 01:40:04 PM ========= ORDER INFORMATION =========Invoice : Description : **************** Amount : $307.97 (USD)Payment Method: AMEX x******* Transaction Type: CHARGED ============== RESULTS ==============Transaction ID : ************ Order ID: ************************************ ==== CUSTOMER BILLING INFORMATION ===Customer ID : ****** Name : ******* ******* Org : E-Mail : ************************ placed a time-sensitive order online and arrived at 2 PM, only to be told the test wasnt done at that timea detail not disclosed during booking. When I returned the next day, the location was closed, and the test could not be completed.

  Business Response

  Date: 02/18/2025

  Hi, 

  A refund has been processed. Please allow 24 to 48 hours for the credit to show on your credit card statement.

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

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 10 panel urine drug test. The website boasts fast results. They claim ***** hours for results but could take up to 3-5 days. Its now been 7 days and there are no results. I spoke with them yesterday and they claim the lab has the specimen but there are no results. There have been no updates. If they dont do what theyre supposed to, I need to get another test somewhere else. This is holding up my application for a school program. I have NEVER had a drug screening take this long to get results.

  Business Response

  Date: 01/14/2025

  Hi, 

  Unfortunately this specimen was reported lost by the laboratory. I have processed a refund. I sincerely apologize for the inconvenience. The confirmation for the refund is below. 

  Print Receipt Email ReceiptRe-Process
  ************** **************** ************ ************** ************ ************* ************ ************** ************ ************************** ******** ************************ ************************** ************************ ***** ******

  Customer Answer

  Date: 01/15/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *********
  
  
  
   
  
  

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a refund I was unaware that ************ would fully pay for my testing. I paid 350+ to be denied a refund for a service that was pre-paid. I don't want any other accommodation except a refund.

  Business Response

  Date: 02/20/2024

  The two refunds have been processed. The confirmations are below. Also allow 24 to 48 hours for the credit to show on your bank statement. 

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

  Customer Answer

  Date: 02/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paternity test was set up to take at ************** **** hospital. They took my blood and swabbed my boyfriends mouth. Hospital said they didnt need a copy of our drivers license. Our DNA was sent out on the day we went in Aug. 16th between 1:00 and 3:00 pm. Before we were able to go in, ***********************, my boyfriend, sent them $875.00. On Aug. 18th, a man named *********************************, contacted us stating the lab needed a profile picture of both of us and a picture of both of our drivers license sent to him within 48 hours, or we would have to pay again and retake our tests. We sent what they wanted immediately, due to it being a Friday afternoon. They told us it would take 5-7 business days at the beginning and its now 13 business days today. We contacted the hospital and they didnt have a tracking number to Fed Ex, who picked up our DNA, all they had was a confirmation number . We went to Fed Ex, they said it was shipped to a **************** and then immediately CANCELLED. Health Street claims it went to the address provided in Bronx, ** lab. Today, after talking to the **** hospital supervisor, she contacted health Street, and they told her we need to pay them another $1,125.00 before they release our results. They sent us a payment form, to put all of our credit card information on it. It was not secure and could not even be filled out on the email he sent. They will text from an 888# but they can not receive texts back. I was given the email address **************************************************** to file a complaint on Sept. 1st- and never got a reply back. When we told **** that we know this is a scam, he immediately just hung up on us. I do not want this happening to anyone else.

  Business Response

  Date: 09/05/2023

  Hello, 

  I believe this case is under *********************** and the email on file is ************************. We do have results available for this test but the clients has a balance due. 

  I am sorry the client is experience some delays. This is normal with prenatal testing and a long holiday weekend. Further more the client was never informed that the test is canceled. Instead the client was informed that the second payment is due. 

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25, 2023 we contracted with Health Street for an employee's drug screening. The cost was $375 - paid in advance. It was critical to have this test performed and performed professionally since we were concerned for the employee's health, as well as our clients' and staff's well-being and safety. The employee reported to the testing center and we were notified the hair follicle test was complete. 8 business days later we were informed by email that the collection sample was insufficient to perform the test. how is that even possible as this is ALL THEY DO!? Furthermore, we inquired no less than six times whether the (former) employee had similarly been informed that the test had NOT been performed. If she is aware it could lead to her filing a civil case against our company. Nonetheless, Health Street has neither responded or as requested, offered the name of the supervisor in charge of this case. Lastly, I had to make a request numerous times before our prepay in full was returned since the test was not faithfully administered. They are clearly incompetent and unresponsive.

  Business Response

  Date: 06/08/2023

  Hello, 

  There must be some kind of miscommunication. The person who orders the test is the person who gets informed of any status. Beyond that, we do not reach out to anyone else.

  A refund was processed on 5/5/23 as requested. I am sorry for any inconvenience you experience because the clinic did not collect enough hair. We offered a re-test in order to help you get the results needed. however the re-test was declined.

  Since the refund was processed and the re-test was declined, there is nothing else i can do. 

   

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This drug testing company has improper chain of customer and/or contamination issues resulting in positive drug tests. They reported to a new employee that first my drug test was inconclusive, that they could not tell if there were or were not drugs and that they needed to send it to their lab for further processing. Then suddenly they say the test is positive for THC and above the allowed limit. When they first called and I gave them the specimen ID number they couldnt even find the test, looked it up by SSN and then told me it was positive for THC, which is absolutely impossible. They are either contaminating samples or chain of custody is being broken and reporting erroneous results.

  Business Response

  Date: 04/07/2023

  Hello, 

  Attached is the result certificate that was reviewed and processed by a doctor. Our lab is SAMHSA certified and follows a strict chain of custody protocol. I am sorry you disagree with the final results however that is what the lab reported. 

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this business after a few months of paying for their service. **** answered and was very rude, didn't answer my questions and then hung up the phone on me. I called back a few times and was hung up on immediately. Then I was removed from their coverage, which is what I paid for, without them telling me. This could have cost my business thousands of dollars. I asked for the manager to call me days alter when I was able to get another staff person on the phone. ******** (the manager) never bothered to return my calls.

  Business Response

  Date: 01/24/2023

  Hello, 

  Several calls were made in October 2022 asking for a refund and cancelation of services. There was also a complaint about your business credit card being charged.

  For those reasons the account was not terminated but put on pause, as per your request. Every month we sent several notifications to your email asking for any updates. Yesterday i reply was received to one of those emails asking for your account to be updated. Your account was updated immediately after receiving your reply.

  I apologize for any misunderstanding. 

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I simply want consumers to be aware of the type of customer service this company, **** in particular, will provide. I was never told by their staff that my account was "on hold". Where is my refund if I wasn't being provided any services? The responder didn't bother to apologize for her employee hanging up on me multiple times and being very rude. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 05/02/2023

  Hello, 

  The funds were released to the card company on 2/8/23.The client has the confirmation information. 

  Customer Answer

  Date: 05/06/2023

  The company is lying to you about refunding our money for a service they didnt end up providing. They sent an email stating they provided a refund but, to this day, I have not received the money back in my card. I simply want the public to be informed of the quality of customer service they will receive if they choose Health Street- employees hang up on customers, are rude and then management allows this behavior. 

  Thank you,

  *

  
  

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted health street to get tested for date **** drugs. There is a lot more to the story but the test results were absolutely needed for health and legal reasons. I was sent to an urgent care facility where my samples were taken. I signed off on them and was sent an email that they were shipped for testing. Health street told me ***** hours for negative results and up to 5 days for positive results. on the 7th day I had not received anything. I called them and left them a voicemail. on the 8th day i received an email stating my test had been cancelled because my specimen was lost. I immediately called them. I was told I would receive a refund obviously because I did not receive a service. I paid $****** and have not received a refund. Every time I call or email I get no response. I have attached an email stating my specimen was picked up, a second attachment saying my order was cancelled , third attachment receipt for paid ******

  Business Response

  Date: 12/12/2022

  Hello, 

  We have processed the refund. A confirmation email has been sent. We apologize for the inconvenience. 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEFORE SIGNING UP FOR HEALTH STREET IN APRIL 2022 I USED THE SEARCH FUNCTION ON THE WEBSITE THAT SHOWED A VERY CLOSE LOCATION FOR EMPLOYEE TESTING. I RECEIVED A RANDOM FOR AN EMPLOYEE THAT WAS AT LEAST 30 MILES AWAY FROM OUR AREA. I HAVE CALLED HEALTH STREET 2 TIMES ABOUT THIS FALSE DRUG TESTING LOCATION INFORMATION THEY HAVE BEEN UNRESPONSIVE AND VERY RUDE ABOUT IT. TRUTH IS THAT LOCAL LOCATION IS STILL SHOWING TODAY ON HEALTH STREET WEBSITE LOCAL LOCATION SEARCH! WHAT KIND OF CUSTOMER SERVICE IS THIS SO CALLED COMPANY PROVIDING WITH INCORRECT INFORMATION JUST TO GET YOU TO SIGN UP FOR THEIR SERVICES. TERRIBLE CUSTOMER SERVICE A BUSINESS PRACTICES. YOU SHOULD AGREE. REFUND AND CANCEL ANY MONIES SPENT WITH THIS BUSINESS IS A SOLUTION OR I WILL DISPUTE ALL CHARGES WITH MY CREDIT CARD COMPANY TO OBTAIN A FULL REFUND.

  Business Response

  Date: 10/17/2022

  Hello,

  We will process the refund and close the account.