Connor's Termite & Pest Control, Inc

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 Complaint: [redacted]
I am rejecting this response because:  The work was not completely done despite the five attempts and the landlord provided pictures to show the work was not completed; hence the reason why the landlord was only reimbursed ($275) the cost of having another vendor to come out and finish what was attempted by Connor's.
Regards,
[redacted]

In September 2014 Connors Construction was contacted by [redacted] at [redacted], Woodbridge VA to give an estimate on
repair to the front stoop of her home. The Construction Manager of the Company
went out to give this estimate. Upon his inspection he noted...

the loose mortar
and decomposed brick but also the poorly applied sealant already on the surface
of the clients stoop. [redacted] asked this Construction manager to also include
removal of this sealant in his estimate along with resealing it. The
Construction manager advised [redacted] against resealing the brick because,
in time, she would have the same issue with that sealant as she was having with
the pre-existing sealant already applied to her stoop. [redacted], however,
was determined to have it sealed and as a result the Construction Manager
included it on her estimate. After acceptance of the agreement by [redacted]
a Lead Contractor employed by Connors Construction went out and began the work.
He power washed and applied the muriatic acid to the original sealant first,
then allowed it to dry so that he could come back and start with the masonry
work. During the re-pointing and replacement of the bricks, as per the
estimate, the Lead Contractor noted that the mortar was of a special grade and
that could only be made at a brick yard. He notified [redacted] and the
promptly went and ordered the special grade mortar. Once the mortar was made he
finished his masonry repairs to the stoop and left that day, planning on coming
back after it had dried to reseal it. During this interim period [redacted] expressed
that she felt the installed bricks were not installed correctly because they
were not level with the others and she feared it would be a tripping hazard.
The Lead Contractor was the sent to her home to look at the product and explain
to the client that, until the mortar fully dries and the bricks have a chance
to settle they will not be flushed with the older settled brick, and to assure
her the height difference was roughly 1/16” and would not be a tripping hazard.
Once this was made clear to [redacted] she agreed and then asked when he
would be sealing the brick. At this time the Lead Contractor reiterated the
same concerns the Construction Manager had, that if they were to seal the brick
again it would cause the same aesthetic problem she had been dealing with
because of the previous sealant. Nevertheless, [redacted] insisted that the
sealant be applied and the Lead Contractor complied after making sure his
mortar joints where tight and the old sealant fully gone. Once he was finished
[redacted] paid for the work and in doing so closed out the contract. Subsequently,
in November 2014, [redacted] called Connors Construction and expressed
concern that the new sealant we applied seemed to be showing similar symptoms
of the problem her original sealant had. At this time the Construction Manager
who had originally proposed the work was no longer employed by Connors
Construction. However the Lead Contractor, who had originally done the job,
went out to see what was occurring with the client’s front stoop. At the time
he met with [redacted] he again explained that this was the very problem he
and the previous Construction Manager had warned her about. Unsatisfied with
this answer she demanded that he remove the sealant and do it over again. The Lead
Contractor declined this request, rightly stating that she had been warned of
this issue already and the terms of the contract had been fulfilled. [redacted]
then made several calls to the office attempting to have someone come out and
re do the work, The Office Manager informed her that we could not come out
under the warranty because the contract had already be fulfilled and she had
been made aware the issue was going to occur, on the other hand if she wished
for pay for someone to come out and remove the sealant, Connors could make that
happen. She declined and did not contact the office again about the issue that
year. Then in March 2015 [redacted] called into Connors Pest Control
expressing he dissatisfaction with the work and demanding someone come out and
fix it. Connors pest control then alerted Connors Construction of the
complaint. When Connors Construction received the complaint, the new
Construction Manager (Hired In Feb 2015) went out to address her concern as
soon as he was able. During this meeting he reiterated the fact that she was
advised against this before the original application, but, as a courtesy to her
we would come out and remove as much of the sealant as possible. After this conference,
a crewman was sent out and power washed away the sealant as best he could and
used muriatic acid to scrub away a few of the more concentrated spots. This
caused a little of the mortar to come loose and not all of the sealant was able
to be removed. The client was informed and very unhappy with this outcome even
though it had been made clear that was the only outcome to the removal. Because
of this, and the previous complaints from [redacted], Connors Construction
would like to offer her $500 in the hopes that she can find someone who can fix
her problem. Connors would be more than willing to work with this client in the
hopes of eventually reaching a solution appealing to both parties, but as
outlined above, it has become clear to us that the way we operate and the
processes that we use as general contractors are obviously not up to the
standards of [redacted] and it would be a disservice to her if we were to
continue work on her home.

We apologize for the inconvenience. Our Service Manager Toks went to the property today 05/12/16 and collected the traps. He spoke to the customer and apologized. We are refunding the customer $300.00. This generally takes 10-14 days. The manager who was dealing with this originally is no longer...

with the company. Again we apologize and will be processing the refund check.

On September 22, 2016 a rep from Connor’s Termite & Pest Control (www.connorspest.com) came to my house. I had called for someone to look for signs of pests in my walls and give me an estimate to resolve the problem. When the rep arrived, he never identified himself. In fact as soon as I opened my front door, he said I know what your problem is it’s a squirrel. I then asked him if he’d already inspected around the outside of the home and he said, “No, I just see a lot of squirrels in the neighborhood.”
After walking around the outside of my home he told me he didn’t find any points of entry but again he thought it was a squirrel. He then began checking by attic (the only place inside the home he checked) and told me he saw droppings. Later he quoted me “about $450” for traps to catch the critter. When I asked how they were getting into the home he told me he couldn’t tell. When I asked if they could be getting in from the roof or gutters he told me he didn’t have a ladder tall enough in order to check. He then said he would need a 40 foot ladder to check it out. He again mentioned the price of the traps to remove the critters and when I asked him to take a picture of the droppings so I could see for myself he told me, “I don’t have a phone”. When I said, “You can use mine” he told me he was going to the truck to get a taller ladder. He then went back to his truck and promptly drove away.
My reason for asking for the Connor’s rep to take a picture is because I’ve heard sometime companies try to scam homeowners. In addition, what the Connor’s rep didn’t know was that an hour before he arrived I’d had another pest control rep from another company come and he inspected the outside of the house, the fireplace, the garage, and attic. This rep found no signs (including droppings in the attic) of anything in the home.
Clearly this was some kind of way of scheming money out of homeowners and I wanted others to be aware of the business practices of unreputable companies and/or it’s employees.

We apologize for any frustration this has caused. We did make recommendations to the customer that were not followed. In good faith, we are offering a full refund of $1840.00 in the form of a check. This has been submitted for processing and generally take 2-4 weeks. Going forward we will not perform any further services at this property.  We hope the customer finds this resolution to be acceptable.  The true solution to this problem is out of our scope. We apologize and hope everything works out for them!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Over 2 dozen calls have been made to the business (August 2014, January 2015, February 2015, and March 2015).  All voicemails received from Company have been returned within 24 hours multiple times with no response.  During the last call, the answering service assured me that they had received my calls and that the manager and owner have been notified of my issues and someone would return my call.  Company has my home phone, work phone, and mailing address.  No attempt has been made by the Company to contact me in in 45 days since may last round of inquiries.  My home has suffered bug damage during this "warranty period", and multiple attempts to reach the company have failed.  I have hired a 3rd party to take care of the pest problem and made repairs as needed.  It was made very clear to the Company in later calls that another party had been retained to do the work that should have been covered by the warranty.  The company has failed to return messages or provide services as requested per their contract, and I still maintain that the company is fraudulent and legal action is being considered.  A full refund of the annual contract payment is being sought for the company's failure to perform. 
Regards,
[redacted]

Dear [redacted],I would first like to apologize for your frustration with scheduling your annual inspection. I assure you we are not a fraudulent company and we care deeply for all of our customers. Our records indicate that we received a call in July 2014 stating that you were mailing in a...

payment for your renewal. They also show that our service manager left you a message on 3/31/15 and has not heard back.It is standard procedure for [redacted]'s to send out 3 renewal notices; we understand that sometimes things can get misplaced or forgotten, so we like to give ample opportunities for our customers to renew their warranties; it is not intended to pressure anyone into renewing if they do not wish to do so.Once the renewal is paid, the home is covered under our Termite Warranty. While the inspection helps to ensure that your home is free from termite activity, it is not a prerequisite for warranty coverage. Should your home show evidence of termite activity, as long as the renewal has been paid, the liability falls on [redacted]'s to provide treatment at no additional charge.If you have any additional questions or concerns, please feel free to contact our office. Thank you for your time![redacted] did renew his warranty as stated. There is no refund due as regardless of the inspection, the property is then covered by the warranty.

Southland Custom Homes is a detail oriented, efficient, customer focused construction firm. We've been working with [redacted], their building consultant. We are really impressed with her depth of knowledge, detail orientedness , ability to listen and identify/analyze aspects you care most about.
They work with you on your home budget and try to find different ways they can customize/modify their design to meet your needs.
I highly recommend Southland Custom Builders.

According to our records, customer had pipe burst in attic and saw mouse activity through hole in drywall. We received an email from customer.
3/4/2015 10:44 AM By [redacted]@connorspest.com - Edit - Remove Customer sent in email to [email protected], "I would like to know ASAP what can be...

done about this beyond setting a few traps in the garage and attic." Called and left message on [redacted] number that she sent with email.A manager from Connor's, Andrew came to the property on 03/09/15 to investigate. He did find old evidence(droppings) of mice in attic, however the only new evidence of mice was located in garage. We pointed out our findings to customer. We also did some minor exclusion work at no charge that day which included sealing some entry points and filling holes. We did not perform any work on front stoop deficiencies. Andrew pointed all details out to [redacted], including the details of his contract which does not include rodent fecal matter pickup. We also left an estimate for insulation and exclusion work(which is not included in our general pest control contracts) to help eradicate the issue. I have attached the estimates that were proposed to [redacted]. Connors offered a discount of $350.00 off of the exclusion work as well as $600.00 discount on insulation proposal as they have been loyal customers of ours.
The only other communication we received from customer was a call to Andrew (which is noted on acct from 03/12/15. We are willing to perform the work at the discounted price given to assist customer in eradicating their mice issue.

I do not recall John B[redacted] saying he advised against sealing the brick. I do recall him saying that it can be done. The only reason I reseal the brick was because the previous owner of the home sealed the brick pavement. In addition, their report is inaccurate. The brick placed was not of the correct size and height. It was not the mortar that cause it not be level. It was a completely different size. Once the repair person replaced it with the correct brick there was no problem. I could not believe that they would leave the brick the way it was which was a TRIPPING HAZARD to our elderly and pediatric parents/visitors. The timeline is also incorrect because it took about 6 months for them to do anything about the sealant. David, new lead, actually indicated that the reason the sealant was opaque was because his representative placed in in 24h after washing the bricks. It was a sloppy job by a novice brick layer and we have been more than patient in having this done properly. We want the job completed because $500 will not be enough to have another person have the brick joints/mortar fixed. They should do the job properly as any business owner would do who has a customer who have both their pest control and construction work with them
As a physician I do not treat my patients this way. I treat their ailments in a timely manner. I do not take almost a year to do the job. I don't place the wrong part in their body and do not do a sloppy job and expect them to settle with that. I strive for excellence and if a mistake is made I own up to it. I do the best I can to rectify the situation. From September to now, for the job not to be completed is deplorable. There has been multiple calls and emails in hope to rectify the situation. There has been no show to appointment by them. With therefore loss of wages for my husband and I waiting for them to show up. We have been more than patient and would like it to be complete now. I do not want $500 which is less than it would cost to do the job now. I want the job completed as we know they can. We paid $1800 for a job. I do not want to go through another year of my brick mortar/joint open and exposed to elements. Please complete the job. We have been very patient. I even left a message for David B[redacted] after I emailed Revdex.com and he said he would send someone out to complete the job once it stop raining so please honor your word.

Thank you for taking the time to voice your concern and let us know about the situation
The tenant called first and we responded to the landlord on 6/27/2014, The landlord said that he would hire someone else and not to worry about coming back out again.
We have put in...

for a refund to be processed even though we did the work, we want to generate goodwill with the landlord and his tenants.

Hello
I have reviewed the response made by the business in reference to complaint ID 10711015, and find that this resolution is partly satisfactory to me. We also have pest control with Connor and paid for the full year. Since Connor is dissolving all services with us that also include Pest control. Therefore we would like to be reimbursed also for the rest of the year which is $188 of the total of $376 that we paid. I will forward the bill we paid in March to Revdex.com website since I am having a hard time uploading the email. This does not include the termite control of $125 we paid in full in September 2014 but since it is closed end of the year we will disregard that amount. Agreeing to the total of $2028 ($1840 + $188) would finalize our business relationship. Thank you.
Best Regards
[redacted] and [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and, once I receive the refund check for $200.00, find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because this is absolute and utter nonsense.  We had ongoing problems well before any of the construction in our home.  Connors was not proactive at all during that time.  Traps were left in the basement without any type of re-baiting or other attention.  They did the absolute minimum here even after we followed their recommendation to do some earlier construction aimed at keeping rodents out of the house.  
Rather than being more attentive or proactive during our construction project, they were less so.  I never expected any type of guarantee that are home would be absolutely free from rodents.  What I did expect was them to pay closer attention to the problems, re-bait traps, suggest alternative approaches and, at a minimum, to not have to wait three days for them to come after a dead rat was discovered in our basement.  
Their response, like their service, is completely inadequate.  If anybody hung up on them, it might have been out of sheer frustration when repeated calls to them led to NO RESPONSE. 
Regards,
[redacted]

Regarding complaint [redacted], [redacted], we spoke to the customer on 6/4/2014, his home was open and under construction, and we explained to him while we were doing the service that we cannot prevent rodents...

completely due to the construction situation, we tried to call again on 6/12 to further resolve the issue, but he just hung up on our manager.  We had performed the service on a regular basis, but could not make any guarantees, but kept the home abated from rodents as much as possible with the open air situation of construction.  
Since we still performed the services, and had explained that the construction situation would prove to be a challenge, we do not feel that a refund is appropriate.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Correct, may not have paid physical for the lack luster service, but it cost me three days of lost wages for a technician to come to my home and I'm the consumer, I'm the one receiving the service.  I didn't get a phone call apologizing for the inconvenience or anything.  I am on various social media sites and I'm informing all my friends and followers of the type of service received and how disappointing it was to receive from a so called reputable company.  
Regards,
[redacted]

I used their service in 2014. The contract that I signed had an automatic renewal clause that I was either unaware of or forgot about. A year later, the invoices started coming which I ignored until the last one - which threatened to it send a collection agency. When I called the company, I was told that the contract that I signed had the automatic renewal clause and in order to cancel the service I had to pay the invoice. I was flabbergasted.
Buyer beware!

I spoke with [redacted] today and offered a refund of $200.00, he was very happy with this and it is being processed immediately.  I apologized for the frustration he felt,  and he was appreciative that we reached out and made this gesture to resolve the matter.

Review: We contracted with this company to provide pest control services when we moved into our home in June 2012. Their service has been repeatedly poor and their customer service even worse. Despite strong evidence to the contrary, the company assured us that we did not have a rodent problem in our basement. When an old nesting area was discovered, they recommended a construction, which we undertook. They put traps and bait stations both inside and outside the house. However, over the past year they have done nothing to check the home in a meaningful way. They apparently did not re-fill the bait stations outside--another pest company discovered that they were empty. In the basement, one of the contractors working on our house we discovered a dead four-foot rat last week. We called the company and did not receive any response for 3 days. Finally the technician came to remove the carcass, but did nothing with the traps or bait stations.Desired Settlement: I would like to be refunded for the past year of pest control services--$396.00. The company clearly did nothing to earn this money. I would also like to be refunded on a prorated basis whatever we have prepaid on our separate contract to assist with termite prevention.

Business

Response:

Regarding complaint [redacted], [redacted], we spoke to the customer on 6/4/2014, his home was open and under construction, and we explained to him while we were doing the service that we cannot prevent rodents completely due to the construction situation, we tried to call again on 6/12 to further resolve the issue, but he just hung up on our manager. We had performed the service on a regular basis, but could not make any guarantees, but kept the home abated from rodents as much as possible with the open air situation of construction.