A B Pest Control and Insulation

Complaint ID: ***A B Call Log:11/30/15
Customer called acorns found in closets - main level-scheduled apptfor
12/2/@ 11:30-12:0012/2/15: Inspection completed and
bid for repairs given.-Inv***12/4/15: They gave ok to do
repairs12/10/15: Wanted to know if
repairs
had been done yet12/11/15: Repairs were
done.-Inv***12/15/15: They called were
hearing noises again.12/16/16: Did pest control and
didn’t notice anything amiss12/26/16: Left message on our
machine about hearing squirrels and a bad smell in duct work
-Am guessing since our machine said that we were closed for the holidays, this
is when they decided to call a heating and cooling. When we returned the
call on 12/28/we scheduled to come out the next day to do another
inspection. This is the service that the owner agreed to give them
$check for repairs even though it is not our protocol. A B Pest
& Insulation stands behind our work, not the work of someone else unless
prior approval has been discussed with the office. No approval was given
in this case. It was agreed this time to help as a one-time courtesy as
evidenced by the inoviceWhen the office received that message it was
determined not to send a check as they still owed for the first service call of
$75.00. This left them a credit of $to be used at a later date, and
that was explained to them. They said they would check into the bill as
they thought they had paid it. It is not our policy to send someone money
back when they have open bills. And as you can see on the 12/29/
invoice we didn’t charge to repair the additional areas.-Inv***Each month they were sent a reminder
of the open invoice.4/25/16: Customer called again
confused about the bill, we sent him a breakdown of all the bills, and payments
to show that he had not paid that bill.8/4/16:First time we had heard from them
since 4/25/16. Customer called-thought she was going to get a $refund
check in mail from a service several months ago-after speaking to office
manager-she was told she had a credit on her account due to the bill still
never being paid from December, she told a secretary in the office that the
owner said she would be given a check-conclusion: according to her when the
owner called her back he told her the same thing and said a "deal is a
deal"-they can either use the credit or lose it-she was not happy about
that-she said she didn't make threats but she would make sure that people in
this area knew about this and that it would hurt our reputation as a company
(Which she has posted on at least local Facebook site about this and told
everyone not to use us.)Encl: Copies of all of our
bills
Copy of the bill from heating & cooling
company
Copy of screen shot from the Facebook page I am not sure where the $keeps
coming from as the original deal per the printed invoice is not to exceed
$100.00-minus the $inspection fee that they never paid=$25.00. This
credit is still active on their account. In the complaint
letter she states that a few weeks after the incident she called and was told
she would only be getting $and she states she agreed to it since she had
no choice. We have no such record of a call to the office. And
again the $does not make sense as it is $the remaining amount of
the inspection. We didn’t even apply the credit until much later as we
gave them time to prove that they had paid the bill as evidenced by the 4/25/
phone callHer request is a refund in the
amount of $per the original agreement.We find this to be an unfair request
for the following reasons:No company sends a refund when a customer owesShe agreed on $not $which would be the
amount she keeps referencing to as the $still owed.She has already started dragging our name through the
mud and will continue to do soPlease let me know if we can be of
any further assistance in this matter. We have been in business for over
years, this is our 1st complaint and we warranty our work, which
we did on 12/29/by sealing up an additional hole, which could have been made
after the time of the original work that was done. This service was done
at no additional charge. Had the technician known at the time of this
service that the original inspection had not been paid, he would have never
offered the check to begin with.Sincerely,*** ***