Well, we're dealing with the same lab. I have to say that i'm not at all pleased with the service they have given me. Everything is a runaround, no one has the answer, or if they do, the next person I talk to has a different answer. They charged me $25 for the 2nd viscosity and another $25 for a particle count on top of the pre-paid kit I already purchased (BAB10) I had to call multiple times to get it done, they had to send it to another lab, then another, then it's lost, then found, I get quoted a different price every time I inquire about it, finally just said do it and send me the bill and hoped for the best. The last samples I sent in - 3 weeks after mailing, call to inquire, no record of them. Get a phone call the next day asking me questions about the sample (questions that if they read the sheet included with the sample would not need to be asked). Asked the price again, puts me on hold for 5 min, then comes back and has to call back 15 minutes later with the price. When asked why it changed from last time, their answer was that they didn't charge me correctly last time, this time they want $32.50. Blah, Blah Blah. They may be technically capable, but have horrible customer service.
If you have a contact that you have had good luck there, Please let me know. I'm currently looking for another analysis lab but would reconsider with CTC/Staveley if I can find a person to deal with that has both an IQ and a pulse. I've been through 5 or 6 people so far in 2 labs (Kansas City and Cleveland)
Sorry to go off topic - a viscosity index is the missing information to be able to accurately compare these fluids "efficiency" in our transmissions.