Complaints

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

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• 

  eScreen

  8140 Ward Pkwy Ste 300 Kansas City, MO 64114

• 

  eScreen

  PO Box 25902 Overland Park, KS 66225-5902

• 

  eScreen

  7500 W 110th St Ste 500 Overland Park, KS 66210-2407

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:06/30/2025

  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 urine collected on 6/16/25 for a pre-employment drug test. The specimen arrived at the ***** *** on 6/18/25. As of 6/30/25 eScreen still reports test as "processing". eScreen does not give an option to speak with a person. When calling ***** lab, they refuse to give any information on where the specimen is in the processing process and will not provide any kind of ETA for completion of the test. Representative did admit they can see this information, but do not give it to the donor. They also refuse to let the donor speak with a supervisor. I have already had to delay the start of my new job by two weeks due to the lack of the results and am looking at a delay of another two weeks based on the lack of efficiency by this company.

  Business Response

  Date: 07/01/2025

  The specimen in question reported on 6/30.  It was delayed due to several rounds of confirmation testing. The applicant can speak to someone by calling ************** and reps are available M-F 7a to 7p CST.

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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 have been a contracted out of network provider with e-screen for the past two years. I recently received a letter that as of 11/25/24 Abbott is electing to terminate our current relationship. I have been a non-contracted out of network provider with them for the past two years. The letter states "After a through review of your proposed rates, we have determined that your current cost structure is incompatible with our standard reimbursement policies." I have not changed my price since starting with them two years ago, nor have I ever received any information to re-negotiate. I emailed clinicassit@abbott and only received a reply to submit all the bills up to 11/24/25. My biggest client was Walmart that utilized it, from two different centers. They have tried to obtain information as well and have gotten no where. Walmart is currently extremely frustrated with the new place they have been sent. This is very unprofessional behavior and I feel they at least should have given me the opportunity to renegotiate a fee. Please advise.

  Business Response

  Date: 12/13/2024

  This misunderstanding was addressed and resolved with the party on 12/9/24.  There will be no cancellation.

  Customer Answer

  Date: 12/16/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/08/2024

  Type:Billing 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 a DOT physical done just under a year ago. It was submitted to escreen for their review by the company I work for. The doctor that did my physical approved ** for a 2 year card. EScreen only recom**nded a 1 year because of my condition and said they are following DOT guide lines. 49 CFR 391.45 says that the **dical examiner can approve ** for a 2 year with notes from a specialist and I take the test, an notes from the specialist everyti** I have a physical.

  Business Response

  Date: 08/21/2024

  Good afternoon,

  eScreen's recom**ndations were based on services rendered for a client that is contracted with additional **dical review of DOT physicals. During the additional review of the docu**ntation provided by the **, eScreen recom**nded that a 1-year certification be given based off of the **'s docu**nted notes on the DOT physical along with docu**ntation the driver provided. After eScreen's decision is transmitted to the client, the client then makes their own decision on how to proceed.

   

  Thank you.

• Initial Complaint

  Date:04/30/2024

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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

  Date:04/13/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 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

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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.