I was referred to Diego, American screening more than 3 years ago. At first, I was an important client that could call directly. That faced out without notice to the so called Bridget who answers the phone and you say "5 County Road B. E. She spends about 5 minutes asking if you said "(The? Nine? Tel?". I have never met or spoken to anyone whom a company even one that sells trash could hire a person that appears to not have finished elementary school. So an order that one places month or more than once a month with address, I spend 15 minutes with Bridget who is not able to verify "5 County Road. B. E". Never saw anything like it! Finally after multiple run arounds, and 3 transfers, I am sent to Diego who places order and charges my card " through wells Fargo was charged following order last week as shown "11/20/20 PURCHASE AUTHORIZED ON 11/18 AMERICAN SCREENING *******873 LA S************** CARD 5233 $255.00" on file Note 11/18th/" that was last Wednesday and Diego said order will be "there Friday or latest Saturday". I said "please no Saturday as there will be no one here". He responds, "No worry Doctor we will deliver first thing Monday". We saw 9 patients Monday with no ability to test because there were no cups. We are seeing 12 to 14 patients tomorrow for drug testing before refills and no UA cups. I called today 2 times with my admin assistant seating in front of me. 2 hang ups. Someone sees my name on caller ID and disconnects which I think is "Bridget". My admin who is new says "Oh maybe there is something rung with our phone. Lets call with a different phone. I said "oh I think they saw my name and hung up on me because I had to make several calls last time for same problem. Card is charged, and 13 days later, no product and no one can give you an answer. After Bridget has transferred you so many times to other people, she sends you to Diego's lie which he is never available anymore even after 5 messages, no call backs. The only way you know there is someone at the other end is that they took your money out of your account.
Today, after 2 hang-ups, we used clinic phone to call and yes Bridget answers on 2 rings. Remember this is 3rd call after 2 were immediately disconnected?
She soooo rudely speaks to my admin assistant who I thought part of the rudeness to me was my immigrant accent. Nope but at least she was spoken to like a person before very rudely and without any explanation as to why she is seeing our UDS cups "at a different location in St Paul, proceeded to tell my admin assistant "they were delivered" To where we asked? She read off a different address that is not ours and notes was delivered "Saturday 11/21st". Remember that is the same Saturday her so called boss me told and politely noted he was going to ensure by himself they are delivered either Friday or Monday and not Saturday?. Then the line rings to a different phone in the middle of the conversation. It is Diego's desk and yes again voicemail. It is now Tuesday afternoon, we have a full schedule of pts who require drug testing and no cups. My admin assistant notes "I wish I was recording that conversation on my cell because that was the most terrible conversation and ruddiest customer service have ever been unfortunate o receive" as she wants us to call the clinic lawyer. It is no consolation to her when I note she was even offered an explanation maybe because she is white and had a Caucasia accent. As for me with my immigrant accent, even though an educated female doctor, I am spoken to like a dog, hung up the tell on like an animal and as she noted with her own eyes and ears, after they debit my account, i never get a Call back and these scenarios are getting worse and worse every time.
I still don't know if I will seta and talk with the lawyer as we do have now a 4th person who can testify to the service and the hang-ups. The many calls following every time we order and what happened today. My recommendation to all the customer giving 1 start review is to start having a recorder on when one calls. I am writing a complaint to the BBB and still thinking of next steps. Not sure if other contractors ae better than this or Diego and Bridget are nice to other clients who are white, but for all colored or immigrants with an accent, I will say "STAY AWAY FROM THIS PLACE. THE WORST PART IS THAT THEY SUPPLY MEDICAL SUPPLIES. ITEMS AND ORDERS WITH LOTS OF PEOPLE AND LIVES DEPENDING ON IT. EVEN IF I ORDERED A PAIR OF SOCKS, I GET BETTER CUSTOMER SERVICE THAN THIS COMPANY THAT DELIVERS VITAL SUPPLIES PEOPLE AND CLINICS AND HOSPITALS CAN NOT GO WITHOUT. IF YOU CHOOSE TO STAY WITH THEM, GET A BACK UP PLAN. I HAV SPENT SO MUCH MONEY ON AMAZON FOR URGENT CUPS FOR $5 TO $8 PER CUP BECUASE I DID NOT GET A DELIVERING AND NO ONE ANSWERS FOR THAT. YOUR MONEY MIGHT BE LIKE ANYONE'S ELSE BUT THE SERVICE YOU WILL RECEIVE IS BASED ON YOUR VOICE AND ACCENT ( A SHAME BECAUSE I THINK THE SO-CALLED BRIDGET IS BLACK" AND EVEN THE WHITE PEOPLE LIKE MY ADMIN ASSISTANT CAN STILL BE TREATED LIKE DOGS TOO DEPENDING ON WHY YOU ARE CALLING BUT AT THE END OF THE DAY, YOUR MONEY ALWAYS GOES FIRST. WHEN AND HOW YOU RECEIVE YOUR PRODUCT BECOMES THE REAL QUESTION/CONCERN.

This should not be happening in 2020 and I am also going to copy and past this review to the CEO and all emails related to this company and BBB.
And Diego, I still need my USD cups ASAP because you charged me last week for them!

I have been in business for 17 years and never faced anything like this in our history, limited staff, disruption in supply chain, distribution of cargo flights, supply lines prioritized to government, employee regulation & social distancing requirements, technology change updates, immediate and huge influx of orders, 1000's of calls and emails daily of which no company I'm aware can respond can answer immediate, I take each and every review seriously and happy to swap out any product we deem does not match specification ordered March to July 2020. Again we value feedback from our client and want to have happy customers and if issue make it right. We have in the process made many improvements to website, products "available to ship" on the website and products no longer available removed, and increased product availability.
Email *******@americanscreeningcorp.com with this request along with order #. Thanks again for your support and we hope to make every you a happy customer. It is never our intention for anything counter.
Thanks again, Ron