Reviews

Review Details

• Review fromCraig M.

  Date: 03/29/2025

  1 star

  Craig M.

  Date: 03/29/2025

  I am in the process of a home sale. Understand that these sales are time sensitive.Referred to Water Management Laboratories Inc by a local water company.I delivered my sample on Mar 12 2025. Payment made for sample same day. Spoke with the lab and was told results would be ready that Friday, the 14th.Called Friday, the 14th, received verbal results. Was told it would be in the mail the following week, as real estate deal required this. I stressed this on the call.Following week, I called that Wednesday, 19 Mar, and 21 Mar, told not mailed yet, would be right away.Following week, 25 March, called, still not mailed. Had not gotten to it. I again stressed the urgent need for written results. Was promised they would have report ready for pick up in person, would call as soon as ready.Passed this information to real estate professional, who also called, with negative results.27 March, called and left VM, no response. Had my wife call immediately after I made a second attempt (different number on caller id is my logic), call immediately picked up, and the person on the line stated we could pick it up at 10 am on the 28th, in person. Confirmed this twice.28 Mar, arrived at 1005 am, and the person that does this was not in that day, I was told.I explained the situation, and what I was there for, and both people in the front office disappeared out the door for several minutes attempting to find this report they had prepared for me.After approximately 15 minutes, one person in the front office was back, and I asked if I could get the file copy they had , as a sign on the counter clearly stated that kept all records were kept for 5 years.I was told that it was not done yet.The first individual I spoke with returned, and handed me the very form I originally turned in with my sample, on Mar 12. No other paperwork.I asked what makes this valid, and was told the check **** of satisfactory, and lab signature.Malice/ negligence?Terrible.

  Water Management Laboratories Inc

  Date: 04/04/2025

  I want to address this review in the best possible way.  I was not personally aware of this situation until a complaint was made.  This is the first complaint our business has ever received, which is why I want to address it.  I take pride in this company.  I am a second-generation owner; my father took pride in this business before me.  I take ownership over all aspects of how this company is run, and wish I had known about this situation as it was happening, as I would have stepped in.  This situation is the exception to the rule as far as the customer service side of things happened.  I am deeply bothered that this was the experience of this customer. 

  I make no excuses but would like to provide an explanation as far as clarification purposes.  We receive sometimes 400 samples in our *********************** in a single day.  There are currently only four employees in that department, so we are shorthanded.  Only one supervisor normally fills out results and signs off on all of the paperwork before it is prepared for the billing process and customer receival.  This process can be extensive due to that many forms going through only one person.  We do our best to get results out in a timely manner, but this particular sample did slip through the cracks and was received by the customer on day twelve instead of the ten business days we strive for. 
  

  Going forward, if this customer would like to reach out to me for any future testing needs, I am happy to personally help him with the process.  Should he need another sample for Total Coliform, I am happy to provide him one at no cost as an apology for his first experience.