Choice DNA Testing

Good day,
*** here,
I *** *** was the individual whom spoke and assisted the client *** ***Ms* *** called our company "Choice DNA Laboratory", wishing to have assistance with a private and personal testI indeed offered Ms* *** the best service in her matterThis
testing was paid and set up by another individual Mr*** ***I did speak with him during this process of the clients testing, I spoke with him when he made the final paymentAs it relates to the client's complaint, Ms* *** wished to set up a payment plan for her DNA testing servicesI, *** ***, did advised the client at the time of setting up the appointment, she would be required to pay $600.00, the next payment of $600.00, 3rd payment $200.00, and final payment $I also did explain to Ms* *** that she would not receive her results until the second payment was receivedThis is our company policy (https://www.choicedna.com/our-testing-services/noninvasive-prenatal-dna-testing...⇄ the client was full aware of this as well as the time frame for this testing, which was 5-business daysThe client appointment was set up for 12/9/Ms* *** called in and stated she didn't like the location of Certified Collection site she was givenI did assist Ms* *** and set her up for another collection siteSpoke with Ms* *** on 12/11/and I confirmed the appointment with her for the new collection siteThe client confirmed this appointmentThere was a change in the time for the appointment to assure the proper DNA Supplies would be available for her appointmentThe DNA Testing kit did have to be shipped out overnight to the new location
Ms* *** did call in and spoke with MrReese (RECORDED CALL) about the appointment, she stated no information about the change was given to herTo keep our model of good customer service a $credit was given to the client for any inconveniences caused by our companyThe client agreed to that credit and the updated collection date and timeOn 12/11/*** *** (representative) did speak with the client about the new appointment*** *** called Ms* *** on 12/12/apologizing on behalf of herself for the miscommunication which was caused that Ms* *** statedMs* *** did state on the phone call, that it was alright and thank youThere was a missing signature on one of her documents that our PHD needed her to sign in order to complete testingAnother representative reached out to Ms* *** and advised her of this form in which she needed to signMs* *** was fully aware of this form and the email we sent to her was received by the clientMs* *** called in very upset and rude to our staff about the document that we needed in order for our company to complete testingShe stated on the call she didn't want any one from this company to call her again and to only call Mr*** from this point forwardShe also spoke with another higher ranked member of our team who fully explained the reason for this form and the actions needed of herMs* *** did eventually sign the formThe form was processed and sent over to our PHDMs* *** also expressed on the call very horrible language towards one of our staff *** *** in particularShe called in with nothing but attitude when our company and each certified employee did nothing to offer assistance and great service during this experienceEven so far as to offer a $discount to her case
Ms* *** collection took place on 12/12/(Tuesday), she called in on 12/16/(Saturday) looking for resultsWhich this was three days after the testing took place, results for this testing as explained to the client when the testing was set up would be 5-business daysThe client had also not yet made the second payment of $so no results would be given to her due to the missingThis information was told to Ms* *** when she took on the payment plan option(Results were indeed ready before the 5-day period) 12/19/*** *** contacted the client to let her know per the lab her results would be ready once the full balance was paid or the second payment of the Mr*** did get on the phone and asked how much was due and *** *** advised him $balance, which per the call with the client MrReese she did receive a $credit for the issues with the collection siteThe client Ms* *** and Mr*** both did indeed inform me that they would be calling back later to make the full paymentWe did take the final payment from Mr*** and advised the client that results are release daily between the hours 4-6pm central timeThe client payment was received around the evening of the day at 4:50pmMs* *** was contacted and called with the results*** *** presented the client with the results, she was given them verbally, sent to her in an email and a copy was sent in the mailNo further contact or communication has taken place with Ms* *** since the day results were presented to herOur goal is 100% customer satisfactionWe sincerely apologize for any inconveniencesDNA testing can be stressful enough as it isOur job is to make the process easierPlease let us know if there is anything else we can do to offer 100% satisfaction