Linc Pledger

After returning from vacation I investigated this complaint, for in years of business, this is only the second complaint that I have received through the Revdex.com. In fact, two months ago, our firm was awarded the Revdex.com Award for Excellence of which we are very proud and for years we have
maintained an A+ rating with the Revdex.com. We take customer service very seriously and we try to project a positive and professional image to people that come to our offices, as we realize frankly that nobody really wants to be here, but drug testing is simply a necessary part of getting a job today. Our offices are decorated nicely with quality furniture and beautiful painting reproductions from the *** *** ** *** ** *** *** on the walls, and a wide variety of current magazines for the donors who are waiting. For the collection technicians, all are certified professional collectors; they wear attractive medical lab coats, and we have a strict dress code as well with no jeans, jogging shoes, sandals, etc.*** *** *came in on 7/7/at 5:37pm. We have a sign in sheet where each donor signs in, puts their name, company, and the time. *** *left the name of the company blank as he did not know the name of the company for which he was getting the drug test. My understanding from Rosario C***, the collection technician on duty between 5:00pm and 6:00pm, was that she looked for the information but could not locate the information provided earlier in the day to Jessica, in my office, b the client contact person. We have only one collection technician who stays between 5:00pm to 6:00pm, while everyone else leaves at 5:00pm so there is nobody to ask for any clarification Our system is tied to the company name, not the individual, and since we did not have the company name information from *** *it was necessary to call and get that information again. Jessica had the full information posted properly.Regarding *** *** ** who came in the second day at 12:20pm, he also did not know the name of the company for which he was getting the drug test so Rhea who was on duty was not able to locate the proper information either Both Rosario and Jessica, both of whom would have known the correct information, were both out to lunch He told Rhea that it was the same test as *** *(they are roommates) but Rhea not knowing that it was a rapid screen test, was looking in the wrong area for the correct information and therefore it was necessary to contact the client company.*** *** *came in the same day, 7/8/at 5:09pm, and for the sign in, merely put the initials, "***" for the company. That collection technician is out on vacation for two weeks so I have not been able to speak with her and find out what actually happened with that test that may have caused a problem, but I know that the test was completed, perhaps with some difficulty because the collection technician did not have the company information from the sign in sheet. Meanwhile, we had the correct information that Jessica had posted properly but the collection technicians were not able to access it without a client company name.I do not blame anyone for the problems with these three rapid screen tests, but simply attribute the problem to a lack of good communication and probably both parties contributed to that issue. We conduct on the average, 50-drug tests per day in our offices and 95% of those go without any issue whatsoever. However, I know that Jessica did commit one error that should not have occurred in that in faxing one of the test results to the client company, she transposed two of the numbers so there was some delay in properly reporting the test result. While no company is perfect and companies are operated by people, I do have confidence in our collection and office personnel. We enjoy over a 95% client retention rate and our business continues to grow each year as most of our business is referred to us. We employ no sales people whatsoever, and we have many clients that have been with us for many years because we provide quality services overall I do not believe that it would be fair to our firm to provide a 100% refund of the fees involved, for we did not contribute 100% of the communications issues that resulted in some of the problems, but I would be happy to offer a 50% reduction in the fees, based upon the premise that the client company did in fact receive the benefit of the requested drug tests, and also in the spirit of compromise as there are always two sides to every scenario. I do wish to sincerely apologize for any inconvenience to the client company contact person, as I can assure you that we try very hard to provide quality service to our clients