Complaints

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• Initial Complaint

  Date:10/09/2024

  Type:Customer Service 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.

  In May or June of 2024 be my boyfriend went to onsite drug testing to get a 17 panel hair follicle test on. When we got there I asked somebody performing the hair follicle test if it would give us a breakdown of our levels she said yes it would and that would be $750 is that okay we paid it. All getting the test done the way to get really mad because my boyfriend refuse to make eye contact with her because he was on his phone she told him that he needed to get off his phone and make eye contact with her because he was being rude I told her that he just going through a lot he's stressing out plus he's not really part of this conversation you know you and I are talking so he just wants to be on his phone and she said didn't matter whether he was part of the conversation or not he needed the eye contact with her. About 10 days or so later we got the results back and it didn't have any breakdown it just said we were positive for whatever. I asked them what that was about and she said that she only answer the phone it's just a transfer to somebody else and they said they don't do that there they're just don't give a breakdown of the levels it just tells them when it's in her system and that's it. And I said well that's not what we were told when we went in why weren't we told that it would be a different test the lady on the phone said no one would have told you that we do it that way cuz we never have. Later that night I found one of their numbers are online and I was hoping it would be somebody I'll take a talk to find out what I could do about the situation cuz we were essentially like to. No way to answer the phone was quite rude and said you seriously just called me to complain about this what you said I just like to speak to somebody to find out what I can do or what can be done because at the end of the day we were lied to and I don't feel like that was right and maybe your employees should between better. And now we are banned because I called someone a lier.

  Business Response

  Date: 10/24/2024

  Im sorry to hear about your experience, however, I believe there may have been some misunderstandings regarding the situation.  
  
  I understand you were under the impression we offered a particular type of test result which we do not offer.  I apologize if there was any initial miscommunication from a member of my office about being provided with such information.  However, despite my office clarifying we do not provide that information, you continued to contact my office requesting we provide it, often in a heated manner.  On one such occasion, referenced in your complaint, you called the office in the middle of night and followed the prompts for our emergency response line, even though it was not an emergency.  I explained you were using an emergency line and needed to call back during normal business hours.  During the call you raised your voice and used threatening and offensive language.  Based on the nature of your continued calls, I asked that you stop calling my office and seek services elsewhere.  Despite making this request, you have continued to contact my office seeking services.  While I understand you are apologetic for your previous conduct, I have determined it is necessary for my employees safety and wellbeing that you seek services elsewhere.  Therefore, at this time, I cannot offer you additional services.  I wish you all the best in the future.
  

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22390459
  
  I do not accept the business's response as a resolution to my complaint because what she said is a lie I only called one time after getting the hair follicle test done. At no point in time did I raise my voice or use threatening language. When I called I explained what had happened and if there was anything that could be done about us being lied to. The only other time I called was a few weeks ago to make an appointment for my boyfriend for him to get a test done as to which the lady in the other end became very rude telling me that he could not come there because I was too disrespectful by calling them liers. I was also over charged they charged me 375 a person when it's 370 a person. If anything I should get half my money back for all this trouble they've put me through I've never been treated like this by a business before and I didn't do anything to deserve it I was lied to and over charged and now that want to lie even more I can prove I only called them those 2 times.
  
  Sincerely,
  
  ***** ******