| New Service Charges effective 9/1/23
Customer Care is rolling out new Service Charge fees for the many extras we do for our customers. We value each and every one of our customers and want to do what we can to help when errors occur on our end or the customers end. Our office staff handle so many things behind the scenes that customers may not be aware of.
Many of these items are out of our control for example:
- A signed and wet stamp certificate needed
- Customer requesting changes to samples (adding tests/removing tests) that have already been processed by our staff
- Requests to add verbiage to reports after results have been received
- Research into old samples for a customer
- Various other tasks
We have found that, due to the time spent on many of these “extra” tasks, we must start charging a small service fee to our customers. Note that we will not charge a service fee without advising the customer first. The service charge will show on the sample that the “extra” task was performed on and a description of the service charge will be listed. Most service charges will be between $5.00 and $25.00 depending on the task. If project work may be needed, we will discuss the cost first prior to starting the project.
We understand that although we try to enter everything correctly sometimes the report mistakes are on our end and we will gladly fix those at no cost to our customers. |
