Defense Consulting Services, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have finally received resolution from Defense Consulting Services LLC No further action is required Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I'm writing in response to a complaint received by your office from [redacted]. Our company, Defense Consulting Services (DCS) is an 8a, Small Disadvantaged, Service Disabled Veteran Owned Small Business that specializes in providing Professional, Scientific, and Technical Services to the U.S. Government and private industry. As such, DCS is the prime contractor to manage the Law Enforcement Officer Safety Act (LEOSA) Credentialing Programs for the U.S. Air Force, U.S. Army and U.S. Navy. These programs were enacted as federal law in 2004 and amended in 2010 and 2013. The original LEOSA allows qualified law enforcement officers (actively serving, retired, and separated) to carry a concealed firearm in any jurisdiction in the United States and its territories, regardless of state or local laws. Since each branch of service wants to ensure that only qualified individuals receive their credentials, a rigorous vetting process occurs. Below is an explanation of the contact between our office and [redacted]. [redacted]'s United States Navy Law Enforcement Officer Safety Act (USN LEOSA) application and $160 payment were received on 20 Nov 17. He was notified via e-mail that this application was received, and processing would begin. Defense Consulting Services, LLC (DCS), is contracted by the USN to review applicant submitted documentation and provide an initial assessment to determine whether the individual meets the qualifications under H.R. 218 (LEOSA) to carry a concealed firearm. If it's determined their documentation shows they fulfill the requirements, their application is forwarded to the USN LEOSA Program Manager for final approval. The contract also states DCS has approximately 45 business days to submit the application to the approval authority (United States Navy, USN). On 29 Nov 17 at 1:27 AM CST, [redacted] contacted our USN administrative e-mail inquiring on "real-time" updates of his application. At this time, his application was still with our office.He again e-mailed on 1 Dec 17 at 1:14 AM CST, requesting the same. Our office mailed a reply stating our IT was working to provide "real-time" updates, rather than individual e-mails. On this date, he also spoke, via phone, with a DCS representative to confirm his application and payment were received. This was also relayed via e-mail on 5 Dec 17. On 23 Dec 17 at 2:25 AM CST, before the Christmas holiday, he e-mailed again, inquiring the status of his application. Once again, our office replied on 27 Dec 17 at 9:37 AM CST, the morning DCS returned to regular business hours, stating his application would be sent to the USN Program Manger for final approval in the beginning of January 2018. The first group of completed USN LEOSA applications were sent to the USN LEOSA program manager on 11 Jan 18. [redacted]'s application was included in this group. Final approval and permission to produce credentials of these applications was sent to DCS on 2 Feb 18. Credentials were printed and mailed via standard delivery through the USPS on 14 Feb 18, and e-mail notifications were sent to applicable individuals ([redacted] included). This process is consistent with our contractual obligation and is approved by the U.S. Navy. On 16 Feb 18, [redacted] e-mailed a DCS representative stating his credential had not yet been received. DCS verified via his submitted application and our record of mailing addresses that his credential was mailed to the correct address. On 21 Feb 18 at 12:41 AM CST, [redacted] contacted DCS via e-mail that he had still not received his credential. DCS responded via e-mail at 9:40 AM CST, and addressed our company mailing polices and procedure in the event the product was not received. At 9:28 PM CST, [redacted] responded to the e-mail and messaged the DCS company Facebook. DCS replied via Facebook messenger at 9:36 PM CST, that he would be contacted during business hours the following day to again verify his mailing address. This was also followed by a phone call from a DCS representative. In response to the phone call, [redacted] sent another message to the company Facebook page at 9:45 PM CST, stating his displeasure with the process. Specifically, [redacted] was unhappy that his credential was mailed via standard delivery and not certified mail. At 9:51 PM CST, a DCS representative replied to his message and informed him that he would be contacted the next day. On 22 Feb 18, he was contacted via phone by a DCS representative and given the contact information for the USN LEOSA program manager. E-mail traffic between 22-27 Feb shows [redacted] was in contact with the USN LEOSA program manager via e-mail and phone, regarding his un-received credential and DCS mailing polices/procedures. On 28 Feb 18, [redacted] was instructed by the USN LEOSA program manager, to send a pre-addressed, certified envelope to DCS (for tracking purposes) and a new credential would be produced and mailed back to him, free of charge.[redacted]'s USN LEOSA application was with DCS 32 business days before it was forwarded to the USN program manager, well under the contracted time-line. DCS also replied to and acknowledged [redacted]'s messages and e-mails outside of company business hours, and on weekends. Throughout e-mail correspondence, [redacted] acknowledges that his initial parcel from DCS was tracked to [redacted], **, but was not received from there. As unfortunate as the situation is, DCS cannot control what is lost by the USPS however, DCS did everything possible to ensure that [redacted] received his card. As a Veteran owned small business, we value our fellow Veterans and welcome their feedback. As such, DCS would like to assure [redacted] that DCS is working closely with the U.S. Navy to improve the LEOSA website. Unfortunately, this can be a very time consuming and intricate process, so we must ask for patience. DCS also appreciates [redacted]'s comment regarding the need for customer service training. Please know that this has been addressed companywide. Finally, it is our hope that [redacted], The [redacted] and [redacted], [redacted], were able to answer to your questions during the telephone conferences you had with each one. We at Defense Consulting Services, LLC apologize for any inconvenience this has caused [redacted] and will continue to strive to serve our customers in a timely and respectful manner.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have finally received resolution from Defense Consulting Services LLC.  No further action is...

required.
Regards,
[redacted]