Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/02/2023

  Hello, 

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

  Customer response

  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

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  12/12/2022

  Hello, 

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

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  10/17/2022

  Hello,

  We will process the refund and close the account. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a hair follicle drug test for the mother of my grandson (through a court order allowing me to). The company (****) explained to me that EVERY substance she was taking would show up. He did not tell me that they would screen out every prescription that she said she took. They collected my money $475 and did the test and then instead of sending me the "positive" results - they called the person who was being tested and asked her what her prescriptions were. She gave a list. They then marked all of the positive indicators now negative because she is prescribed the medication. They didn't verify what the prescription was for specifically (how much) and note that she had way more in her system than what she was prescribed. They didn't even verify that she had stopped one script but it is still showing ** in her hair. Therefore what they told me was false advertising - they got my money and didn't provide the results to me. They conspired with the testee and canceled out every indicated drug she stated she was prescribed. Just because she said she is prescribed something months ago doesn't mean she is now. She JUST completed drug treatment and should not be taking addictive substances. Had they explained this "policy" of theirs - I never would have paid $475 for any test. I'd have known she'd come up with some reason for them to make it negative. She is HIGHLY manipulative. Because they basically lied to me to collect my money - I want my money back.

  Business response

  07/12/2022

  Hello,

  Health Street takes the privacy of our clients seriously. If the client provided a prescription, for a substance that showed up on the test, the doctor needs to take that into account. We will be more than happy to report the unedited report, at the client's request. 

  Customer response

  07/13/2022

  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 AM THE CLIENT - not the person who took the test.  The fact is I paid for the test so I am the client.  They didn't give me the results that I requested.  They told me on the phone when I called about having the person take the test - I explained that this was court ordered - they were to take her hair, test it, and send the results to me.  They told me that any positive result would be sent to me - they then changed their mind (after taking my money) and sent all negative results because she "is on prescription's".  They should have told me that the prescriptions would NOT be reported as positive.  The court order was very clear (and I read it to them on the phone).  This isn't about privacy - if they were not going to deliver what they promised verbally then I wouldn't have paid for the test.  Either they need to send the results of the original test to me - or they need to refund my money. Period. 

   

   

   

   

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

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

  Business response

  07/26/2022

  The un-redacted report was provide, as requested. 

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I believe it shouldn't have taken a complaint to have them do what they should have done initially, I agree that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 3/7/2022 i purchased a 10 panel drug test. i went that day to the site they provided and it was permanently closed. i contacted health street and they did not respond, but went to another location that was run by the same lab/business in the area and was able to do the test. It is 3/22/2022 and i have yet to hear ANYTHING from the company at all, far from the promised service. I did contact them via email over 20 times and have spoken to them on the phone over 4 times. I asked for a refund since I have been unable to get the results within 2 weeks, which is promised by the lab that processed this (i have also called them as well but they will only release the info to health street) and this is holding up my job and the woman i spoke to said she would call the lab but couldnt keep me on hold or call me back because they only have 1 phone line at the entire corporate office. I just called back and another guy claimed to be the manager and says sometimes it just takes this long and i should continue waiting.They told me that they cannot give me a refund due to my already receiving the service- i did not receive any stated service! i peed in a cup 2 weeks ago and nobody ever gave me results or followed up with me. They were supposed to contact me for prescriptions if the sample was positive (for prescribed medications) and went to follow up testing, and they did not!!! this is holding up my job and my employer is not at all sympathetic given this timeframe is completely unacceptable. I need a refund so i can get tested elsewhere in a timely manner.

  Business response

  04/12/2022

  Hello, ****

  The results were provided to *************************** on 3/31/22. A text notification was sent to the following phone number **************. Attached is the report with the date it was released by our doctor. ****

*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. ↩