Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] the quality control person from Xtermite did not come to my home on 10/21/a regular technician who works for Xtermite came on this day and applied the orange oil treatmentThis was not the last time Xtermite came to my home to treat my home with their orange oil product These are the dates they came to my home to apply their orange oil product: July 24, 2013, August 8, 2013, August 27, 2013, October 21, 2013, November 15, 2013, & December 26, [redacted] the quality control person from Xtermite treated my home on November 15, and then again on December 26, not October 21, nor was this the last time they treated my home The droppings are not old droppings and my house shifting is not the reason why I there are still more and more droppingsI had [redacted] come to my home on April 3, and do an extensive inspection and I have the report to prove that these are not old droppings and my house still has termitesThe contract number for this report from [redacted] is [redacted] and inspected by [redacted] *** I am not happy with Xtermite and their orange oil product because it does not workI want a full refund in the amount of $ Regards, [redacted]
In response to Mr [redacted] ’s concern, a quality control inspection led by both Xtermite, Inc’s Production Supervisor [redacted] and Operations Manager [redacted] has been scheduled at Mr [redacted] ’s property for 3/28/at 9-11am in order to survey the area in question Thank you [redacted] Operations Manager Xtermite, Inc [redacted] ***
Thank you for your email of the complaint referenced aboveWe received calls from Ms [redacted] and emails and responded to each call and emailWeapologized for to Ms [redacted] for her feelings of frustration and assured her that we were awareof the floor and the circumstances involved.On investigating this matter, it has been determined that the hardwood floors had drywood termiteinfestation as well as areas of termite damage, which is different than infestationDrywoodtermites eat wood and cause damageTo minimize the damage to the hardwood floor caused bytermites, orange oil was used to exterminate this infestationThe orange oil cannot be overused,the orange oil flows through the channels of termite damage, with that being said, it would appearas though the damage caused by the termites was near the surfaceThe stain caused, is not fromthe orange oil itself, it is colorless, however, the residue of dirt surrounding the floor attached tothe orange oil and created the stainTherefore, the orange oil did not cause the visible stainsIn most cases, floors that are damagedby termites are treated to prevent further infestations and damage to other boardsIt is ourexperience, that this type of damage is corrected by replacing the individual boards concerned.However, please be aware, that in time the orange oil will dissipate, due to its molecular structure,it is light and will biodegrade, but the debris stains may remain and may necessitate sanding andrestaining those boards onlyOn visual inspection, the customer concern involves wooden slat, inches by feet onlyThewooden floor appears to be years old, it is not in perfect condition and other defects are present.Termites do infest wood, the wood slats have been damaged by the termite infestationTermitedamage requires replacement of the wood, at the owner's_expense not Xtermite'sWe are in receipt of the $5,estimate from Cut & Dried Flooring, although we may haveconsidered some assistance in this matterThis estimate is determined to be for "termite damagedwood" and an excessive scope of work to the concerns of the customerWe referred back to theoriginal contract signed on November 4, 2013: Work Authorization Contract, signed by MsSue [redacted] and dated 11104/2013, Page of2, "Customer agrees to hold company harmless forany damage which may occur." In reference to the stained 4" x 5' slat onlyIn a good faith effort, we were prepared to assist the customer and try to provide customersatisfaction by helping to replace the damaged slat, although our contract clearly states we are notliableMs [redacted] 's assured our Inspector addressing the concerns that he should not beconcerned about the cost because, Ms [redacted] 's felt, that our insurance would pay for costs tosand, refinish, remove and replace termite damaged wood, throughout the entire house (Kitchen,Living Room, Dining Room, Family Room)The stains in this complaint consist of woodenslat, inches by feet only, termite damaged woodMs [redacted] refused our assistance in removing and replacing the termite damaged wood, andinsisted on the work to be performed by Cut & Dried Flooring Company onlyAgain, Xtermite isnot liable or responsible for termite damaged wood, not only stated in the Work AuthorizationContract signed by Ms [redacted] s, but also clearly stated on the Original Report dated October 22,1013, page 2, first paragraph in bold type print, clearly states " this firm does not guaranteeagainst TERMITE DAMAGE." Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, althoughXtermite was not obligated to do soWe regret that we have been unable to resolve this matterwith our customer and it has now been referred to the Revdex.com as a complaint anda mark on our good standing with the Revdex.comPlease contact me should you have require any additional informationSincerely, [redacted]
The last time we spoke with the homeowner of this property was during a Quality Control Inspection performed 10/21/by our Production Manager and Inspector Supervisor [redacted] At that time, [redacted] identified the droppings as old and explained to the homeowner that the infestation was no longer activeThe homeowner understood and seemed pleased and satisfied by this informationThe homeowner’s daughter, however, was also present for the inspection and did not agree with [redacted] ’s assessmentPrior to this, we had never spoken to the homeowner’s daughter and she is not listed on any of our documentation for this property Since this inspection, someone on behalf of this property has tried to cancel the [redacted] payment to our company on four occasionsEach time, [redacted] has refused on the grounds that our attempts to contact the homeowner have had no responseBecause they have not responded, we have no way of verifying that the complaint and cancellation requests are coming from our customer and not from her daughter As we have not been out to this property since 10/21/we cannot refute nor confirm the recommendations of the mentioned [redacted] reportWe have requested a copy of this report from the State Board to facilitate further investigation and will keep the Revdex.com apprised of our findings
Good Afternoon Ms***, Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do soWe regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.comAt this time our decision remains the samePlease refer to our response Letter dated April 21, with EnclosuresThank you in advance with your assistancePlease let us know should you have further questions Thank you, [redacted]
Revdex.com The above referenced complaint ID [redacted] has been settled to my satisfaction It is my expectation that the two year service warranty against dry wood termite infestation in the property treated remains in force [redacted]
When Mrs [redacted] called Xtermite, Incon 4/28/14, she spoke with ***, who rescheduled the appointment for 5/23/The customer did not mention that the warranty would be expiring on 05/05/2014, and there were no arrangements made to take that into considerationAs soon as Xtermite realized that the property was not under warranty, the operations director called the customer to let them know that the renewal fee would need to be processed before we could legally treat their property Because of Mrs***'s circumstances (family loss) , Xtermite is willing to extend the customer’s warranty for two months at no additional chargeThe customer has been scheduled to receive their annual inspection on 7-1-and the warranty will expire on 07/05/ We value Mrs [redacted] as a customer and we hope that this result is satisfactory
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meSome of the FACTS need to be correctedMy Husband ***, called XTermite and made the (new)appointment with ***I called early on 4-28-to ask if the appointment could be delayed due to my Mother's sudden death the morning of 4-28-I absolutely discussed the expiration of the warranty with ***...her reply: "We can work around it" I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***is
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business failed to properly treat the area properly the first time and it is infected again . The business has sent one technician a week ago but he does not want to inspect the area properly. I know they are sending another representative again on Sept 23rd 2014. I am hoping this time they take care of this issue once for all. This issue should not be closed until we are satisfied with the result. Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Quality Control Manger [redacted] has been to my home twice, once in November and once in December Both times he inspected and then treated my home with the orange oil product Every month my home was inspected by Xtermite from June - December and then treated with their orange oil productComing out again to do exactly the same thing they have done before will not make the product work and they will find active termites just as they have each and every time they have been to my home I have written documentation from [redacted] that I still have active termites [redacted] is a reputable company and have been in business since There is absolutely no reason for them to write statements It is now time for Xtermite to refund me my moneyNo more inspections, no more treatments and no more excuses from XtermiteJust refund me money in full P.STwo inspection reports from [redacted] were sent to Xtermite documenting I still have active termitesOne copy was e-mailed by [redacted] a manager at [redacted] and the other was sent by registered mail and received/signed by [redacted] at XtermiteThey were both addressed to [redacted] and both were received on May 15, Regards, [redacted]
Mr [redacted] is correct that he paid for a three year contractThe expiration notice he received was sent to him in error, and we apologize for the mistakeWe would like to offer Mr [redacted] an extra annual inspection, in addition to the one he is entitled to under his contract, to make up for the errorIf he would like to schedule the inspections available to him, he is welcome to call our customer service departmentIt is Xtermite, Inc’s policy that it is our customers’ responsibility to schedule their own appointments Aside from the expiration notice, we cannot verify Mr [redacted] ’s complaintAs his account information is in our computer system and his file is easily accessible, there is no reason for the situation he describesOur company emails are monitored and stored, and there is no record of any correspondence between him and Brad We do take full responsibility for the erroneous expiration notice he received, and we hope Mr [redacted] takes advantage of the extra inspection we are offering him
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Xtermite would not have treated my house over and over if there were no signs of termitesEvery time they came out they inspected first and noticed I still had termites then applied the orange oil I do not have property damage and this is the first time I have heard this from themXtermite seems to come up with new excuses every time I hear from themXtermite said they were going to obtain a copy of the inspection report from the state and not from the company itselfThey already know that a termite company will not give the report to them they have to go through the state Why hasn't Xtermite obtained this inspection report? It has been several weeks now and this is just another unbelievable excuse that they seem to think is acceptable Also, they have never tried to contact me in anyway either by phone or by mailI have a message machine which they could have left messages if I wasn't home for some reason, but I have NEVER received any calls from them in all this time I want a full refund because the orange oil does not work for termites P.SI am having [redacted] e-mail the inspection report to Xtermite since they do not do what they say they are going to doThis report will in fact prove that I still have termites and this way there will be no more excuses I will also be sending Xtermite a copy of the inspection report from [redacted] by mail and whoever receives the mail for Xtermite will have to sign for it so they cannot come back and say they never received it [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] the quality control person from Xtermite did not come to my home on 10/21/a regular technician who works for Xtermite came on this day and applied the orange oil treatmentThis was not the last time Xtermite came to my home to treat my home with their orange oil product These are the dates they came to my home to apply their orange oil product: July 24, 2013, August 8, 2013, August 27, 2013, October 21, 2013, November 15, 2013, & December 26, [redacted] the quality control person from Xtermite treated my home on November 15, and then again on December 26, not October 21, nor was this the last time they treated my home The droppings are not old droppings and my house shifting is not the reason why I there are still more and more droppingsI had [redacted] come to my home on April 3, and do an extensive inspection and I have the report to prove that these are not old droppings and my house still has termitesThe contract number for this report from [redacted] is [redacted] and inspected by [redacted] *** I am not happy with Xtermite and their orange oil product because it does not workI want a full refund in the amount of $ Regards, [redacted]
In response to Mr [redacted] ’s concern, a quality control inspection led by both Xtermite, Inc’s Production Supervisor [redacted] and Operations Manager [redacted] has been scheduled at Mr [redacted] ’s property for 3/28/at 9-11am in order to survey the area in question Thank you [redacted] Operations Manager Xtermite, Inc [redacted] ***
Thank you for your email of the complaint referenced aboveWe received calls from Ms [redacted] and emails and responded to each call and emailWeapologized for to Ms [redacted] for her feelings of frustration and assured her that we were awareof the floor and the circumstances involved.On investigating this matter, it has been determined that the hardwood floors had drywood termiteinfestation as well as areas of termite damage, which is different than infestationDrywoodtermites eat wood and cause damageTo minimize the damage to the hardwood floor caused bytermites, orange oil was used to exterminate this infestationThe orange oil cannot be overused,the orange oil flows through the channels of termite damage, with that being said, it would appearas though the damage caused by the termites was near the surfaceThe stain caused, is not fromthe orange oil itself, it is colorless, however, the residue of dirt surrounding the floor attached tothe orange oil and created the stainTherefore, the orange oil did not cause the visible stainsIn most cases, floors that are damagedby termites are treated to prevent further infestations and damage to other boardsIt is ourexperience, that this type of damage is corrected by replacing the individual boards concerned.However, please be aware, that in time the orange oil will dissipate, due to its molecular structure,it is light and will biodegrade, but the debris stains may remain and may necessitate sanding andrestaining those boards onlyOn visual inspection, the customer concern involves wooden slat, inches by feet onlyThewooden floor appears to be years old, it is not in perfect condition and other defects are present.Termites do infest wood, the wood slats have been damaged by the termite infestationTermitedamage requires replacement of the wood, at the owner's_expense not Xtermite'sWe are in receipt of the $5,estimate from Cut & Dried Flooring, although we may haveconsidered some assistance in this matterThis estimate is determined to be for "termite damagedwood" and an excessive scope of work to the concerns of the customerWe referred back to theoriginal contract signed on November 4, 2013: Work Authorization Contract, signed by MsSue [redacted] and dated 11104/2013, Page of2, "Customer agrees to hold company harmless forany damage which may occur." In reference to the stained 4" x 5' slat onlyIn a good faith effort, we were prepared to assist the customer and try to provide customersatisfaction by helping to replace the damaged slat, although our contract clearly states we are notliableMs [redacted] 's assured our Inspector addressing the concerns that he should not beconcerned about the cost because, Ms [redacted] 's felt, that our insurance would pay for costs tosand, refinish, remove and replace termite damaged wood, throughout the entire house (Kitchen,Living Room, Dining Room, Family Room)The stains in this complaint consist of woodenslat, inches by feet only, termite damaged woodMs [redacted] refused our assistance in removing and replacing the termite damaged wood, andinsisted on the work to be performed by Cut & Dried Flooring Company onlyAgain, Xtermite isnot liable or responsible for termite damaged wood, not only stated in the Work AuthorizationContract signed by Ms [redacted] s, but also clearly stated on the Original Report dated October 22,1013, page 2, first paragraph in bold type print, clearly states " this firm does not guaranteeagainst TERMITE DAMAGE." Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, althoughXtermite was not obligated to do soWe regret that we have been unable to resolve this matterwith our customer and it has now been referred to the Revdex.com as a complaint anda mark on our good standing with the Revdex.comPlease contact me should you have require any additional informationSincerely, [redacted]
The last time we spoke with the homeowner of this property was during a Quality Control Inspection performed 10/21/by our Production Manager and Inspector Supervisor [redacted] At that time, [redacted] identified the droppings as old and explained to the homeowner that the infestation was no longer activeThe homeowner understood and seemed pleased and satisfied by this informationThe homeowner’s daughter, however, was also present for the inspection and did not agree with [redacted] ’s assessmentPrior to this, we had never spoken to the homeowner’s daughter and she is not listed on any of our documentation for this property Since this inspection, someone on behalf of this property has tried to cancel the [redacted] payment to our company on four occasionsEach time, [redacted] has refused on the grounds that our attempts to contact the homeowner have had no responseBecause they have not responded, we have no way of verifying that the complaint and cancellation requests are coming from our customer and not from her daughter As we have not been out to this property since 10/21/we cannot refute nor confirm the recommendations of the mentioned [redacted] reportWe have requested a copy of this report from the State Board to facilitate further investigation and will keep the Revdex.com apprised of our findings
Good Afternoon Ms***, Again, Xtermite has made a good faith attempt in providing a solution to the homeowner, although Xtermite was not obligated to do soWe regret that we have been unable to resolve this matter with our customer and it has now been referred to the Revdex.comAt this time our decision remains the samePlease refer to our response Letter dated April 21, with EnclosuresThank you in advance with your assistancePlease let us know should you have further questions Thank you, [redacted]
Revdex.com The above referenced complaint ID [redacted] has been settled to my satisfaction It is my expectation that the two year service warranty against dry wood termite infestation in the property treated remains in force [redacted]
When Mrs [redacted] called Xtermite, Incon 4/28/14, she spoke with ***, who rescheduled the appointment for 5/23/The customer did not mention that the warranty would be expiring on 05/05/2014, and there were no arrangements made to take that into considerationAs soon as Xtermite realized that the property was not under warranty, the operations director called the customer to let them know that the renewal fee would need to be processed before we could legally treat their property Because of Mrs***'s circumstances (family loss) , Xtermite is willing to extend the customer’s warranty for two months at no additional chargeThe customer has been scheduled to receive their annual inspection on 7-1-and the warranty will expire on 07/05/ We value Mrs [redacted] as a customer and we hope that this result is satisfactory
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meSome of the FACTS need to be correctedMy Husband ***, called XTermite and made the (new)appointment with ***I called early on 4-28-to ask if the appointment could be delayed due to my Mother's sudden death the morning of 4-28-I absolutely discussed the expiration of the warranty with ***...her reply: "We can work around it" I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***is
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business failed to properly treat the area properly the first time and it is infected again . The business has sent one technician a week ago but he does not want to inspect the area properly. I know they are sending another representative again on Sept 23rd 2014. I am hoping this time they take care of this issue once for all. This issue should not be closed until we are satisfied with the result. Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Quality Control Manger [redacted] has been to my home twice, once in November and once in December Both times he inspected and then treated my home with the orange oil product Every month my home was inspected by Xtermite from June - December and then treated with their orange oil productComing out again to do exactly the same thing they have done before will not make the product work and they will find active termites just as they have each and every time they have been to my home I have written documentation from [redacted] that I still have active termites [redacted] is a reputable company and have been in business since There is absolutely no reason for them to write statements It is now time for Xtermite to refund me my moneyNo more inspections, no more treatments and no more excuses from XtermiteJust refund me money in full P.STwo inspection reports from [redacted] were sent to Xtermite documenting I still have active termitesOne copy was e-mailed by [redacted] a manager at [redacted] and the other was sent by registered mail and received/signed by [redacted] at XtermiteThey were both addressed to [redacted] and both were received on May 15, Regards, [redacted]
Mr [redacted] is correct that he paid for a three year contractThe expiration notice he received was sent to him in error, and we apologize for the mistakeWe would like to offer Mr [redacted] an extra annual inspection, in addition to the one he is entitled to under his contract, to make up for the errorIf he would like to schedule the inspections available to him, he is welcome to call our customer service departmentIt is Xtermite, Inc’s policy that it is our customers’ responsibility to schedule their own appointments Aside from the expiration notice, we cannot verify Mr [redacted] ’s complaintAs his account information is in our computer system and his file is easily accessible, there is no reason for the situation he describesOur company emails are monitored and stored, and there is no record of any correspondence between him and Brad We do take full responsibility for the erroneous expiration notice he received, and we hope Mr [redacted] takes advantage of the extra inspection we are offering him
Had a good customer experienceThe rep was professional and thorough Explained everything before starting his inspectionGreat job
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Xtermite would not have treated my house over and over if there were no signs of termitesEvery time they came out they inspected first and noticed I still had termites then applied the orange oil I do not have property damage and this is the first time I have heard this from themXtermite seems to come up with new excuses every time I hear from themXtermite said they were going to obtain a copy of the inspection report from the state and not from the company itselfThey already know that a termite company will not give the report to them they have to go through the state Why hasn't Xtermite obtained this inspection report? It has been several weeks now and this is just another unbelievable excuse that they seem to think is acceptable Also, they have never tried to contact me in anyway either by phone or by mailI have a message machine which they could have left messages if I wasn't home for some reason, but I have NEVER received any calls from them in all this time I want a full refund because the orange oil does not work for termites P.SI am having [redacted] e-mail the inspection report to Xtermite since they do not do what they say they are going to doThis report will in fact prove that I still have termites and this way there will be no more excuses I will also be sending Xtermite a copy of the inspection report from [redacted] by mail and whoever receives the mail for Xtermite will have to sign for it so they cannot come back and say they never received it [redacted]