J C Ehrlich Company Inc

July 9, 2015[redacted] Revdex.com [redacted] Pittsburgh, PA 15220Dear Mrs. [redacted]I am writing in reference to a complaint that was mailed to our Pittsburgh office, reference ID [redacted].The Consumer that submitted the complaint resides in my District of Operation so I...

wanted to respond from [redacted].The consumer was contacted on June 23rd, 2015 and an appointment was made for June 25th. On June 25th our Marketing Development Representative performed and completed their annual Pest Control Inspection to their home. This matter has been resolved. We had no knowledge at our local office that the consumer was in fact trying to contact us for the inspection. We were not aware of the Consumer’s complaint until we received your Bureaus’ letter.If you need any further clarification please do not hesitate to call me. We have been in business since 1928 and it is always our commitment to provide the best services for our customers. We certainly make every effort to provide our Customers with the World Class service they deserve.Sincerely,[redacted] Area District Manager J. C Ehrlich Co,, Inc.[redacted]

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]

This response is in reference to complaint ID [redacted] I have reviewed the customers claims and have to agree that most of the situations they experienced are for the most part valid. Our company has undergone many very large acquisitions in the past two years, and our call center is frantically...

playing ketch up. Our customer base has tripled in size and it has caused some unfortunate delays and obstacles for current and new customers. Our sales person Justin L[redacted] was in the process of leaving the company and is no longer part of our team. I'm sure that the communication level that Justin had with his customers diminished severely. We are currently moving forward to replace his position and do our best to reach out to our customers to continue the quality service that we provide. We try to convey as much information as possible to our customers that experience bed bug issues. Part of the education is that we cannot "guarantee" bed bug eradication due to the cryptic nature of the insect. Instead, we warranty the work we do. This is explained at the time of the sale. I stand behind all the work that we perform, and I would never leave a customer in distress once we perform the service. If the subject has indeed reached out to the company inside the warranty period, we owe them warranty work. I can have our customer service center pull the call history and confirm the date of the calls that were made. I truly want to help this customer through a very difficult situation that is stressful and frustrating. I will be reaching out to make contact and try to resolve the issue.   Bill K[redacted] Area District Manager- Erie/Clarion J. C. Ehrlich Co. 2667 West 12th Street  Erie, PA 16505 (([redacted]  Mobile ###-###-####   [redacted]

We contracted for the PestFree 365 program providing for quarterly treatments and additional treatments as needed. Payment was by an automatic payment via credit card or bank account. The first treatment occurred as scheduled and the technician was pleasant and seemingly thorough. A return visit was scheduled to check on pest control and kept. This technician - different from the original - didn't know where to look for baits, etc but bungled through. Later, noticing increased pests, called for an additional treatment. Left number for call back after waiting on phone for 15 minutes. Because of short staffing of technicians - apt scheduled one week later. Technician called 1-2 hours after appointment time to indicate he would not be there. Rescheduled with main office, but technician called same afternoon to visit. When rescheduled, I did ask that the technician phone prior to coming. Service performed - no real change is pest citing.
The quarterly treatment was due in September, 2016. I expected a phone call to schedule an appt. I found that a technician had come, performed exterior service leaving his name and number. Two issues - my windows were open during this treatment and I was not informed ahead of time - no appt. made or attempted by Ehrlich and complete quarterly service was not completed.
The customer service I have received from this company is problematic. Paying a monthly service fee - not being able to contact the company for the service or the company not calling to schedule regular appts. When calling this company, you are placed on hold and/or given the option to receive a call back. However, this call back can be several days later. Perhaps my expectations are too high, but I choose not to do business with a company that does not value customer service. In all fairness - some decrease in pests - but not "PestFree."
I have had the opportunity to speak with supervisors who tell me they do not have enough customer service agents/technicians to handle call volume or enough technicians to handle customer needs. Technicians even comment on the difficulty reaching this company by phone. I might add, no other options is given to schedule appt or contact for promised services, i.e. online scheduling, email.
I am canceling my service. Just because a company has been in existence for a number of years does not guarantee good service.

Review: ehrlich came and sprayed for bed bugs 3 times and said they would be gone. within one week tenants said they were back. I called ehrlich when my tenants kept telling me they were worst. the first call they never called back,which she said someone would. I called the next week and she said it would be taken care of,someone would call. no one called. I called again and they said my warrenty was over. I explained what was going on and they gave me Justin's ####-###-#### .he called back and said he would take care of it and said sorry for not getting back to me. he said someone(dan) would call me. no one called. I called Justin back twice and he finally answered. he said to call and set apt with Deanna. she said she would have to talk to Justin. I called both many times and no call back. one tenant moved out and one wants to sue me. they are getting bit up bad.Desired Settlement: I need the bugs gone

Business

Response:

This response is in reference to complaint ID [redacted] I have reviewed the customers claims and have to agree that most of the situations they experienced are for the most part valid. Our company has undergone many very large acquisitions in the past two years, and our call center is frantically playing ketch up. Our customer base has tripled in size and it has caused some unfortunate delays and obstacles for current and new customers. Our sales person Justin L[redacted] was in the process of leaving the company and is no longer part of our team. I'm sure that the communication level that Justin had with his customers diminished severely. We are currently moving forward to replace his position and do our best to reach out to our customers to continue the quality service that we provide. We try to convey as much information as possible to our customers that experience bed bug issues. Part of the education is that we cannot "guarantee" bed bug eradication due to the cryptic nature of the insect. Instead, we warranty the work we do. This is explained at the time of the sale. I stand behind all the work that we perform, and I would never leave a customer in distress once we perform the service. If the subject has indeed reached out to the company inside the warranty period, we owe them warranty work. I can have our customer service center pull the call history and confirm the date of the calls that were made. I truly want to help this customer through a very difficult situation that is stressful and frustrating. I will be reaching out to make contact and try to resolve the issue. Bill K[redacted] Area District Manager- Erie/Clarion J. C. Ehrlich Co. 2667 West 12th Street Erie, PA 16505 (([redacted] Mobile ###-###-#### [redacted]

Glad for the opportunity to say "thank you" for the great service received today from your technician, Roy E[redacted], who is a real pro. (I was saddened to hear our usual inspector is recouperating from a broken leg and hope he will be back on the job soon as he always does a great job.) Mr. E[redacted] came on time, introduced himself as fill-in for our regular technician, and he went right to work. He covered everything required and went above and beyond what I expected. From attic to crawl space and in between - he was there! He made me feel that things were in good shape, no termites and no unexpected problems. (We do have visiting mice from time to time and he rebated.) I feel he was exceptionally thorough as he checked the attic which doesn't get done all the time and it is difficult to access but he just did it. What else can I say? He reported back to me with all the details. Thank you for sending such a competent, friendly and professional technician. [redacted].

Year round protect has been excellent. Technician has been prompt, courteous, and skilled. I would highly recommend him and his company.

Review: In April 2014 we bought a house that was covered by Ehrlich pest insurance. Before buying the house I contacted Ehrich to make sure that the insurance would be transferred to us as new house owners and that we would receive the yearly inspections. They assured me that we would.This year I contacted the company several times over the period of two months to schedule an inspection. Each time they told me that they would get back to me and never did. It has been over a year since last inspection and they are obliged to provide one once a year.Desired Settlement: I want the inspection scheduled as soon as possible. If they refuse us the service again I want to be reimbursed.

Business

Response:

July 9, 2015[redacted] Revdex.com [redacted] Pittsburgh, PA 15220Dear Mrs. [redacted]I am writing in reference to a complaint that was mailed to our Pittsburgh office, reference ID [redacted].The Consumer that submitted the complaint resides in my District of Operation so I wanted to respond from [redacted].The consumer was contacted on June 23rd, 2015 and an appointment was made for June 25th. On June 25th our Marketing Development Representative performed and completed their annual Pest Control Inspection to their home. This matter has been resolved. We had no knowledge at our local office that the consumer was in fact trying to contact us for the inspection. We were not aware of the Consumer’s complaint until we received your Bureaus’ letter.If you need any further clarification please do not hesitate to call me. We have been in business since 1928 and it is always our commitment to provide the best services for our customers. We certainly make every effort to provide our Customers with the World Class service they deserve.Sincerely,[redacted] Area District Manager J. C Ehrlich Co,, Inc.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Paul P[redacted] was very courteous and professional