Complaints

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:09/26/2024

  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 had to take a union return to duty drug test in *******, and ***** set me up for my appointment. I had to pay $62 for the test. 3 days later, ***** called me and told me the test was negative, but I was over hydrated and needed to take another test, and also pay another $62 for the retake. She then when over fluid restrictions. I asked her why she didn't go over fluid restrictions with me in the first place, and her response was "we don't go over fluid restrictions until we get a diluted result." I do not work in a drug testing facility, so it is not common knowledge to me that I need to restrict my fluids before taking a test. It seems unfair for them to withhold vital information like that to consumers, and they are refusing to send me any policies or procedures that are made available to the public. If I would've known about these fluid restrictions in the first place, I would've followed them initially. But now I am being forced to spend another $62 on a retake, and have to wait another 3 business days to get those results. That takes away at least 3 days from me that I could have been working, if only that information was provided to me in the first place. They also tell me if I provide another diluted sample, it will be considered a positive test, regardless of the results. Now I am reluctant to even provide this company with another sample because I do not trust they are following proper policies and procedures. However, I am limited on my options because I am a union worker and the company I am taking this test for, needs results from this company, and this company alone. I feel like they are scamming clients and making them take an additional test at their own expense, knowing that their options are limited.

  Business Response

  Date: 10/07/2024

  ******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion and inconvenience you experienced during your return-to-duty drug test.
  
  To clarify, **** is contracted to manage the administrative aspects of the drug testing process, including communicating the results. However, the actual testing is conducted by third-party, ****-certified laboratories. We understand your frustration with the diluted result and the requirement to retest, which is standard industry protocol to ensure accurate and reliable outcomes.
  
  In this case, the diluted result was considered unintentional, which does require a recollection. We want to emphasize that the program your employer enrolled you in requires retesting for diluted samples to maintain the integrity of the process. Unfortunately, **** is unable to waive the collection fees for these tests, as they are a standard part of the procedure when retesting is necessary. However, we encourage you to contact your employer to verify if the cost of this second test can be covered under your program, as is often the case with unintentionally diluted samples.
  
  While fluid intake recommendations are typically given after a diluted sample result, we recognize that providing this information earlier could have helped avoid this situation. We appreciate your feedback and will take it into consideration to improve our future processes.
  
  Please rest assured that all DISA processes and procedures are fully compliant with industry regulations, and we take these matters seriously to ensure the fairness and integrity of the testing process.
  
  We appreciate your understanding and the opportunity to address your concerns.

• Initial Complaint

  Date:02/26/2024

  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.

  10/2020-02/20/2024 I've been getting hindered from employment due.to disa and their mro dropping the ball and having me inactive for DCCHA which I've never failled a drug test. I've been in this i construction ndustry since 1998 and passing all drug test which includes hair follicle, urinalysis, breath analyzer and. PFT this is ridiculous

  Business Response

  Date: 04/05/2024

  “Ms. ********,

  Thank you for bringing this matter to our attention.

  After thoroughly reviewing our records, it is evident that you engaged with DISA's MRO vendor on multiple occasions: on 01/25/21, 10/18/2021, 01/10/2023, and 02/26/2024. During each interaction, you received a clear and detailed response regarding the receipt and comprehensive review of your medication record submission.

  Moreover, at the conclusion of each engagement, you were provided with instructions on how to proceed with our remediation process, affording you the opportunity to re-enroll in a DISA Contractor Consortium Program.

  We are committed to delivering thorough and prompt assistance to all our clients/participants and we are pleased to learn that you received the necessary support throughout your interactions with us.

  Should you have any further questions or concerns, please do not hesitate to reach out to us. We remain fully committed to assisting you in any way we can.”

   

  
  

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  This business is hindering my livelihood by keeping in a not active status which they mro drop the ball and I provided the meditations I took. The mro told me this would clear. I would like this company to put me back active so I can return to work.  This company is clearly sabotaging me amd my character  which I don't appreciate. 
  
   
  

  Business Response

  Date: 04/17/2024

  “Ms. ********,

  Thank you for your continued communication and for expressing your concerns regarding the handling of your case. We understand your frustration and the impact this situation has on your professional life. We take these matters very seriously and strive to ensure that every participant is treated fairly and with respect.

  Our records show that in October 2020, your drug test indicated a positive result for a prohibited substance. It is important to clarify that the medications you provided to our Medical Review Office (MRO) were thoroughly reviewed. Unfortunately, they did not provide a valid medical explanation for the presence of the prohibited substance in your system. As a result, the test was verified as positive.

  Following standard protocol, and in response to your concerns, we conducted a comprehensive review of your case in January 2021. The result remained verified as positive. Each time you have reached out to us with inquiries, our team has provided consistent information based on the findings of these reviews.

  We understand that you feel this outcome may hinder your employment opportunities. To address this, you have been referred several times to our Return-to-Duty (RTD) department, which is designed to assist individuals in situations such as yours. The RTD program offers guidance and steps necessary to regain active status.

  We encourage you to engage with the RTD program, as it is the best pathway to address your current status and assist you in meeting the requirements to return to work. Our RTD team is ready to support you through this process and provide any additional information you may need.”

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I've been going back and forth with this company for years.  I've been in this industry since 1998 I would like this removes off of my disa and have my disa active.  I have no idea with prohibited substances is besides what was told me by your MRO and I've never taken or did anything of a sort. It's clear that this MRO drop the ball and tampered with my urine or something.  I've provided over and and over what I  had a prescription for  and yall keep telling me it's something else which is untrue 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/18/2024

  Following standard protocol, and in response to your concerns, we conducted a comprehensive review of your case in January 2021. The result remained verified as positive. Each time you have reached out to us with inquiries, our team has provided consistent information based on the findings of these reviews.

  We understand that you feel this outcome may hinder your employment opportunities. To address this, you have been referred several times to our Return-to-Duty (RTD) department, which is designed to assist individuals in situations such as yours. The RTD program offers guidance and steps necessary to regain active status.

  We encourage you to engage with the RTD program, as it is the best pathway to address your current status and assist you in meeting the requirements to return to work. Our RTD team is ready to support you through this process and provide any additional information you may need.

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I totally disagree this outcome. This has been an ongoing issue with disa. They are a money hungry facility who tries to keep eligible candidates from working.
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/07/2024

  We conducted a comprehensive review of your case in January 2021. The result remained verified as positive.

• Initial Complaint

  Date:02/15/2024

  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.

  On February 15th I went to the ******************** location to take a urine screen the two women that were there were very unprofessional when I went into the bathroom to take the urine screen The cup that they handed me didn't even have a temperature strip on it when I came out and put the cup on the table she asked me why it did not have a temperature strip I never removed it or anything they just did not put one on the cup then they continued to tell me that they are going to mark me as an automatic refusal because my urine did not show characteristics of urine even though it was warm enough when they applied the temperature gauge My job in my career depend on a drug screen this was not a mandatory drug screen I went on my own accord and my own time it was not time sensitive there is no reason that they could have not sent my urine off to the testing lab also they said that there would be a male to administer the drug screen when there was not even a male available. Very very unprofessional somebody needs to address the situation immediately you were putting people's lives and livelihoods at risk by allowing this company to stay open almost forgot they would not even allow me to retest they automatically were hollering for security to ****** me off of the property so they were not even following their bylaws are protocol that are posted on the wall

  Business Response

  Date: 03/28/2024

   

  Mr. *******,

   

  Thank you for bringing this matter to our attention.

   

  After conducting a thorough review of your complaint, we acknowledge that we have promptly engaged you and provided all pertinent details regarding the violation in question.  At ****, our Service Centers and collection site vendors strictly adhere to stringent protocols outlined in the federal regulations, particularly Subparts C, D, and E of 49 CFR Part 40. Additionally, comprehensive instructions were furnished to guide you through the process of remediating your Contractor Consortium status.

   

  Should you have any further questions or concerns, please do not hesitate to reach out to us. Your safety is our top priority, and we are fully committed to assisting you in any way we can.

   

  ******** *******   Event Specialist

  DISAGlobalSolutions,Inc.

  Main: ************

  Mobile: ************

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

  
  

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  Well to start with they caused me to lose our on jobs that provide for me and my family. They now also want me to lose time at my current job to go to drug counseling for a drug test that was never even tested. So they have not resolved my issues at all they only called and said they would look in to it. 
  
   

  
  

  Business Response

  Date: 04/10/2024

  Dear Mr. ******************** values transparency and thoroughly investigating all complaints to ensure fairness and adherence to protocol. We have included more detail from our previous investigation, completed after the initial complaint below.
  
  Detailed Incident Overview:
  
  Your February 15th, 2024 visit to our ************, ******* facility was for a mandatory pre-employment urine drug screen as part of the IUCSAT program. The IUCSAT protocol necessitates strict adherence to maintain the integrity and reliability of the testing process. Our records and further investigation into the matter have provided a comprehensive understanding of the events as they unfolded.
  
  Upon arrival, you were greeted by two of our staff members, ******* and ***. Due to the absence of other donors at the time, they were engaged in a low-level task (playing a card game). This did not detract from their readiness or capability to administer your test according to the stringent standards required. 
  
  Concerns Regarding Sample Integrity and Staff Conduct:
  
  The primary issue arose when the sample you provided was found to be outside the acceptable temperature range for human urine, a critical criterion that all samples must meet to be considered valid under federal guidelines and our internal policies. You mistakenly believed that the temperature strip, a vital component of the collection process, was missing and there was no blue dye in the toilet, but DISA disputes this. Additionally, our fundamental concern was that the characteristics of your sample itselfincluding its temperaturedid not align with what is expected of a valid urine sample.
  
  Unfortunately, when this discrepancy was communicated, the situation escalated. According to accounts from ******* and ***, you became argumentative and disruptive, making it challenging to proceed with any corrective measures, including the offered observed re-collection by a male staff member, as protocol dictates when the integrity of a sample is in question.
  
  Protocol for Unacceptable Samples:
  
  Given the circumstances and your refusal to participate in an observed re-collectiona standard step in such instancesthe process could not proceed to a conclusive result. Our protocols, informed by federal regulations and designed to ensure fairness and safety, unfortunately, necessitate that an untestable sample be treated as a non-compliance event. This triggered the recommendation for a Substance Abuse Professional (SAP) evaluation and a subsequent return-to-duty (RTD) test, as per the established procedures for any individual applying for a role covered by the IUCSAT program.
  
  Our Commitment:
  
  We understand and regret the frustration and potential impact on your employment opportunities that this situation has caused. It was never our intention to create undue hardship. **** is committed to providing a professional and respectful service to all individuals who come through our doors. 
  
  Conclusion:
  
  We hope this detailed account addresses your concerns and clarifies the sequence of events from our perspective. **** remains dedicated to upholding the highest standards of safety, service, and protocol compliance. Your feedback is invaluable in our ongoing efforts to improve and ensure that all individuals' dignity and rights are respected throughout the testing process.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Okay so for one it was not mandatory for two I'm not sure which female was there at the beginning of the test but there was only one person in the room for most of the time It was only after she dumped the urine out that the second **** came in there was no strip on the cup there is no way for the second **** to confirm or deny that because she was not in the room The **** that was in the room was very rude and disrespectful and my main thing about it all was the temperature strip was not on the cup I watched her personally put a new strip on the cup The temperature was at the correct temperature she said it did not smell like urine that was her only issue with it when she put the strip on the strip read properly this is an instance where they are trying to cover their own butts for not doing their job with dignity and responsibility I do not accept this outcome and furthermore back to the point where this was not mandatory by any means I went to the union hall I said hey give me the paper for the drug test so I can go take one It was not required of me I want to make that very very clear I can even get confirmation from the union one of my business agents stating that I was not forced our the test was not mandatory I made the decision to go take it personally so back to that that is another way that you can tell they are lying because why would I fake a urine screen as they would say if it was optional for me to take I could have waited next month I could have waited another year I did not have to go in there to take that test that day
  
   
  

  Business Response

  Date: 04/18/2024

  The facility in question participates in the ****** program, which requires testing prior to site access. While Mr. ******* did not have to take the test, it was mandatory if he was going to work on-site at the facility. 
  An analogy would be refusing to take a pre-employment drug test after receiving a job offer. You can refuse the test, but the company does not have to hire you if you do not follow their requirements.
  
  Our protocols, informed by federal regulations and designed to ensure fairness and safety, unfortunately, necessitate that an untestable sample be treated as a non-compliance event. This triggered the recommendation for a Substance Abuse Professional (SAP) evaluation and a subsequent return-to-duty (RTD) test, as per the established procedures for any individual applying for a role covered by the ****** program.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Okay this is really starting to upstate me I did not have to go to that job site I had a hundred other job sites to go to I chose to go up there and take the test to improve my life and way of living I will disagree and totally disagree with the fact that it triggered a protocol when the protocol that is being supposedly triggered is going off of one person's smelling ability that the urine did not smell like during it did not show the characteristics of urine which is crazy because if that was the case then they should have sent me off to the lab for further investigation they're just trying to cover their butts they know that the temperature strip was not on the cup when they handed it to me I was telling them how they should be doing their job but yet I have to go out of my way to jump through hoops that I shouldn't even be required to jump through if that is the case I am willing to take a test while being watched during the test but I do not believe that I should have too do any kind of drug classes are any protocol One considering it's not come back positive because they dumped it out before leaving could be tested but the fact that their is different stories to both sides and yet they keep coming back saying i broke protocol as they are trying to take away from their mistakes by saying it was my mistake again I could have taken any other union job that was not a building in trades job agreement any heavy highway job that there are plenty of making just as much money so it was not as if I had to take it right then that day it was not pre-employment as there are stating so I would appreciate if they could get their facts correct and actually take some responsibility for the actions of their company instead of trying to put it strictly on me and solely on me so no I do not accept thank you have a great day
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/07/2024

  Our protocols, informed by federal regulations and designed to ensure fairness and safety, unfortunately, necessitate that an untestable sample be treated as a non-compliance event. This triggered the recommendation for a Substance Abuse Professional (SAP) evaluation and a subsequent return-to-duty (RTD) test, as per the established procedures for any individual applying for a role covered by the ****** program.

• Initial Complaint

  Date:10/06/2022

  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.

  I am filing a complaint on ****** ********** LLC who is contracted with DISA for employment and pre-employment drug testing. This problem has happened to me twice now and has cost me ton loose 2 jobs. I had a job offer making good money and I was sent to DISA to complete the drug test. I work in the oil refineries so I. am used to getting drug tested. I provided a list of my current medications none of which are any narcotics or scheduled drugs. Once I tested they said it was positive for methamphetamines. I requested to have it reconfirmed since I am aware if a test comes back positive they have to preform a test to break it down so that it can be proven to be a false positive. I basically got the run around and never was able to get the sample reconfirmed. I lost the job. I tested at a different lab and it came back negative. 8 months went by and I got a new job and had to go drug test again thru ****** ********** LLC and DISA and the same thing happened again. I am going to get an attorney because I lost that job too. Every other lab I test at I never have a problem with my drug testing. I have never failed a drug test except at this company and I am very frustrated because. it seems illegal that they can get away with this. When you call the numbers they provide they don't help you. This is affecting my life and financial situation very badly. I am filing this complaint because they aren't professional and seem do this to. other people as well. I have work in the oil refineries for. 18 years and have. never had a problem until having to use these companies.

  Business Response

  Date: 03/28/2024

  “Mr. ********,

  Thank you for reaching out to us and expressing your concerns. Your patience and understanding during our investigation are greatly appreciated.

  Upon thorough review of your complaint, we acknowledge that we have engaged you as per your request and provided instructions on how to remediate your DISA Contractor Consortium status.

  Should you have any further details or specific requirements you'd like to discuss, or if there's anything else we can do to assist you in re-establishing your DISA Contractor Consortium participation status, please feel free to contact our customer support team at [email protected].”