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:02/20/2023

  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.

  PER COURT ORDER, ON JANUARY 8, 2023, I WENT TO AVERHEALTH; IT TAKES ME 1-HOUR ONE-WAY. IT WAS 9AM AND THERE WAS A LINE OF PEOPLE WAITING BEFORE THEY OPENED THE DOOR. THE WOMAN ON DUTY, WHO IS EMPLOYED BY AVERHEALTH, CHECKED ME IN & COLLECTED MY $12.50 FEE. I SAT DOWN IN A CHAIR TO WAIT. SHE MOUTH SWABBED THE MALE INDIVIDUALS FIRST, MAKING US LADIES WAIT TO BE URINE TESTED. MORE INDIVIDUALS CAME IN THE DOOR AND THE WOMAN CONTINUED TO DO THE SAME THING SHE HAD BEEN DOING. SHE WOULD SWAB THE MALES AND HAVE THE LADIES WAIT. AFTER DRIVING AN HOUR WITH A FULL BLADDER, I VOICED TO THE WOMAN THAT I WAS CONCERNED I MIGHT NOT BE ABLE TO HOLD MY URINE ANY LONGER. THE WOMAN NEVER LOOKED AT ME, NEVER RESPONDED TO ME VERBALLY OR NON-VERBALLY, SHE NEVER ACKNOWLEDGED ME AT ALL. AS SOME MEN WERE LEAVING, MORE INDIVIDUALS WERE COMING IN. IT WAS A SUNDAY MORNING AND AVERHEALTH IS ONLY OPEN UNTIL 12PM. SO, EVERYONE WAS RUSHING IN, TRYING TO MAKE SURE THEY FOLLOW THEIR COURT ORDER REQUIREMENTS. THE AVERHEALTH EMPLOYEE, SHE WOULD CHECK-IN THE PEOPLE, SWAB THE MEN, AND SHE CONTINUED TO HAVE US WOMEN WAIT.AFTER MORE TIME PASSED, AND AS MY BLADDER GOT MORE AND MORE FULL, I ASKED THE WOMAN, "DO YOU THINK YOU CAN TEST US SOON?" SHE IGNORED ME, NEVER LOOKED AT ME, NEVER RESPONDED TO ME, NEVER ACKNOWLEDGED ME. SO, I STOOD UP, APPROACHED THE DESK AREA, AND ASKED HER AGAIN. I INFORMED HER THAT THE LONGER I HAD TO WAIT THE CLOSER I WAS TO SOILING MY CLOTHING; MY BLADDER HASN'T BEEN THE SAME SINCE I HAD A CHILD. THE WOMAN IMMEDIATELY TURNED AND LOOKED AT ME WITH AN ANGRY, UNWELCOMING, AGGRESSIVE STARE, AND STARTED YELLING ACROSS THE ROOM, "I'LL GET TO YOU WENT I GET TO YOU". ANOTHER 10-MINUTES PASSED BY AND I TOLD HER I COULDN'T HOLD IT ANYMORE. SHE TOLD ME, "SHUT THE **** UP... ACTUALLY YOU CAN LEAVE NOW... I'M NOT TESTING YOU". I TOLD HER TO GIVE ME BACK MY MONEY. SHE THREATENED TO CALL THE POLICE. AS I LEFT, I COULD HEAR HER SCREAMING THE ENTIRE WAY OUT OF THE BUILDING,...******* *****".

  Business Response

  Date: 03/10/2023

  March 6, 2023
  Dear ******* *******,
  Please let this letter serve as formal acknowledgement of complaint ID ******** dated February 22, 2023 sent to our Patient Care Center in York, PA.
  For almost 30 years, Averhealth has delivered substance use monitoring services tailored to the unique needs of courts, probation departments and social service agencies nationwide that operate at the holistic intersection of criminal justice and behavioral health.  Averhealth and our partners conduct more than 2 million same-sex, directly observed collections annually.  We operate a CAP-FDT (College of American Pathologists) certified laboratory in St. Louis, MO and also hold CLIA and DEA certifications.  
  Averhealth is bound by HIPAA and 42-CFR laws as well as confidentiality requirements related to our contracts with York County, and as such we do not comment on specific patient matters.   However, we would like to assure the Better Business Bureau that Averhealth employees are trained to treat all clients with dignity and respect at all times.  Any interaction with a client that does not meet these standards, or any interaction where a client may not act in a professional manner while in one of our Patient Care Centers would be immediately reported to the appropriate authorized York County department and that department would take any action necessary.
  A copy of the complaint and this response will also be sent to York County as required by our contract.  
  Please feel free to contact me at any time if you have any further questions.  
  

  Best Regards,
  
  Heather S******
  Regional Manager
  Averhealth