Complaints

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• Initial Complaint

  Date:09/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The laboratory accept to do a asbestos report and told me how much will cost $257.78. They sent me the bill and i paid for it $257.78. After all was done they sent me a surprise bill for $160 dollar. They are sending me to collection. I already paid for the service. I will never work with this unethical company again.

  Business Response

  Date: 09/12/2024

  This is a response to a complaint sent to your office on 09/07/24 / ID#********. Here is our explanation of the complaint.
  
  
  The customer (*****************************) completed an online order form from our forms system accessed through our website's testing services. He selected: On-Site (Building Survey Asbestos). When this selection is made, additional required information is populated on the form, because this type of survey is required by DEQ when renovating or demolishing a building or home for debris testing, OR a state or city certified AHERA inspection is being required.
  
  
  By completing these questions and selections on the form, the price is generated, which was at the time $257.58 (paid) - with the exception of the Analytical Fees, which are $40 per test, and calculated at the time our certified inspector arrives on site, and determines the number of samples, based on materials they suspect that may contain asbestos, are needed. We have no way of knowing ahead of time how many samples will need to be taken. Once on site, a site inspection determines how many samples are needed, per the AHERA inspector license requirements. In this case, there were 4 samples required, taken, transported back to the lab and tested. 
  
  
  The customer was then billed an additional $160 (4 x $40) for the analytical asbestos testing, per the information provided on the online form. We believe this is the amount being disputed by this customer. My accounting staff and front office staff have tried numerous times (since December of 2023) to explain and work with the customer. We performed the on-site inspection, collected the required samples, and tested the materials, provided the customer the Analytical Lab results, all in good faith that the final testing fee of $160.00 would be paid on time and in accordance to our terms of service, which was signed and acknowledged by the customers COC form (chain of custody) at the time of service.
  
  
  Rose City Laboratories has been operating locally since 2012. We are one of the area's leading testing labs, offering some environmental testing services no other labs offer in the ************** and ******************** area. We take great pride in not only the expansion of testing services that ensure health and safety in our community, but also our unmatched customer service. It is unfortunate that what we believe may have been a communication barrier with this customer, *****************************, has led us to pursue collections and the customer to open a complaint with you. In all of our years of business, we have never received a specific complaint about fees that are displayed and agreed to, by signature, from our online forms or billing system at Rose City Laboratories. Asbestos is the second-highest testing category in our Laboratory. We obtain strict licenses and certifications which allows us to safely and accurately test thousands of samples annually. 
  
  We hope that this explanation will eliminate any area of confusion and dispute.
  
  Sincerely,
  ***********************

  CEO

   Rose City Laboratories