A Veterans Environmental Technology Services Inc. समीक्षा

It is true that we made a mistake. However, we did not send her someone else’s report. Our error is that we did not detach a lab finding that pertained to a different customer from the report that we sent out. These are the specific facts: We received a call from her at approximately 1:30 PM. She was clearly very upset and said that we had attached another customer’s report to hers. She also claimed that some of the pictures included in her report were not from her property. I apologized and requested time to investigate. Immediately, I began the investigation. After investigating, I discovered that another customer’s surface lab results were mistakenly attached to the air lab findings for her garage in her report. Regarding her claim about the photos, I called her with the inspector who took them. When asked to specify the photos in question, she claimed that the images of her HVAC system's interior were not from her system. The inspector confirmed they were from her home, noting she had given him the screwdriver to access it. She then admitted her accusation was false. We removed the extraneous lab findings from her report and sent her the corrected version. The entire correction process took approximately two hours from start to finish. We made a mistake by not detaching the extraneous labs, and that’s true. It is also true that we immediately took action to correct our error and implemented a standard procedure to prevent such incidents in the future. Below is the wording from the email that I sent to her which had the corrected report attached: “Good Afternoon, Attached is the corrected report. We removed the extraneous lab findings and replaced them with the surface lab’s findings that pertain to the mold investigation of your home. As you review the attached corrected report, you will find Surface Tape, highlighted in yellow on the lab’s findings. I highlight that to draw your attention to the document that replaced the extraneous one that was removed. Note that while the wrong lab was attached, the correct report was written. Replacing the labs did not change the result. The lab was only taken to verify that the substance that might have contained mold did contain mold. In that respect both labs were the same. Please accept our apology for the error and any inconvenience. We pride our self on getting things right the first time. We also pride ourselves on finding resolution quickly and implementing that changes that ensure that we only make that one kind of mistake once. It is very rare but this time our mistake fell through our quality assurance review that all of our reports pass through prior to exiting our office. Our team failed to notice that the lab sent the wrong surface sample results attached to the air sample results. That is entirely our fault. We are solely responsible for our work product. Again I apologies. I could hear the frustration in your voice. I will be refunding $100.00 to you today if you paid with a credit card and sending a check to you if you did not. I hope that might buy you and a friend an enjoyable lunch on a beautiful day. Thank You for your patronage and patience.” The customer is an elected official, and I texted to tell her how disappointed I was in her lack of grace in light of what occurred, and her response was that I had bullied her? That’s all of what occurred before I learned that she gave us unjust review. We did make a mistake. We did immediately move to correct it. That is what we do. I cannot promise that our employees will never make mistakes. However, I can assure you that if we do, we will take immediate action to correct the error. You won't have to seek us out; we will proactively address any issues. If this is the type of business you want to work with, we would welcome the opportunity to serve you.