BlueStar SeniorTech

Dear Mrs. Childress: I’m Robert Wray, the CEO of BlueStar, and retired Navy admiral. I am responding to two reviews on the same mistake—one from you and one from your husband—so please excuse me if some of my wording is repetitive.

First, I apologize for the difficulty we have caused your family. We don’t get scathing negative reviews like yours very often, and we take them very seriously.

Second, our COO (also a retired two-star Navy admiral) and I have conducted a thorough investigation to learn what exactly happened in the situation with your family.

Third, we screwed up big-time, and we apologize. We didn’t change the address as you asked. And we messed up twice, which is all the more inexcusable. The first time, the issue was that you asked for it to be changed in the future, on a weekend; our customer service agent entered it in the system, but didn’t follow up to get it changed in the multiple systems required. It was updated in one place, but not another. She has been punished with a formal letter of reprimand, and we have had training for our entire company, twice, to learn the lessons from this matter. The second time you called, our customer trainee (being supervised by the agent who made the first mistake) was not yet trained in a new software recently put in place; he generated a trouble ticket to have other staff members make the change. But before that change happened, your mother’s fall detection went off, and the system was alerted to the wrong address a second time.

This is an explanation, not an excuse. There is no excuse for our having made this mistake.

Fourth, we have hundreds of predominantly positive reviews on the web. Contrary to your assertion, I can assure you they weren’t generated by friends and family. We have 5000 customers and deal with hundreds of customer service issues weekly—most of the time, we do our job well, without mistakes. This is the first time I’ve had to respond to a review like yours.

Actions on our part:
 I called your family the day we first learned of the problem—told you we’d investigate, and get back to you. I will call again, and send a final resolution letter after this on-line response.
 We have updated the address, obviously.
 We punished the employee who messed up, and we re-trained our entire staff.
 We are prepared to pay for any ambulance charges you might receive for going to the wrong house.
 If you are interested, we are prepared to keep you as a client for the next 12 months at no cost to you, saving you about $420. But we’ll understand if we’ve lost your confidence.

Again, Mrs. Childress, our apologies for our failure to live up to your very reasonable expectations. We’re grateful that you took the time to let us know about our mistakes. It’s painful for us, obviously, but it will make us better, so that others don’t have to have the same problem you did.

I take full responsibility for our mess-up, and have provided my cell phone and e-mail address in the text to your family.

Very sincerely, Rob Wray

Thank you for the nice review, Ms. Carvin! I am sorry your mom has had to set off an alarm but thrilled that she received the help she needed. We hope all is well with you and your loved ones.

Thank you for the great review, Mr. Olson! We sincerely appreciate your trust and your testimonial.

Thank you for the nice feedback Dalene!