Most VA agency contracts put operational compliance on the client, which means the agency's standard position is that if your VA drifted from the process, that is a training and oversight problem on your side of the relationship. Frustrating, but that framing is common.
Whether the agency carries any accountability depends almost entirely on what your contract says. Some agreements include a quality guarantee or a replacement clause if a placed VA does not perform to documented standards. Others are closer to a straight staffing arrangement, where the agency sources and places the person and you manage the rest. Pull the contract and look for language around performance standards, replacement rights, or any service-level commitments. That is the document that settles this, and I would not rely on either side's verbal read of it.
The thing worth separating here is the practical problem from the accountability question. Even if the agency owes you something contractually, the more urgent issue is that you now have three weeks of call data sitting outside Follow Up Boss that may not reflect accurately in your nurture sequences. Before anything else, I would audit what the VA actually logged in that spreadsheet and reconcile it against any leads that should have received follow-up. One cold lead surfaced it; there may be others.
On the agency relationship, document what you sent her during onboarding, including the written steps and the five observed entries. That record matters if you push back formally or decide to request a replacement.
Going forward, a short weekly spot-check, even five minutes looking at CRM activity against expected call volume, catches this kind of drift early before a lead goes cold.
What does your contract say about replacement or performance guarantees? That changes what your options actually are.
