AAI Pest Control

through the sale of my home I paid for a termite inspection by AAIThere was a small discrepancy on the report, the inspector attached the wrong pictures to an area he indicated as needing repair/replacementWhen I called for clarification (so my husband & I knew what we needed to fix), AAI's inspector, *** *** got annoyed w/me & argued that his pictures were correct and he was not creating another reportIt's very clear that ***'s pictures are not of the right areaAAI or at least *** did not mark which boards needed repair/replacement & we needed to know what we needed to fixMy husband called back AAI & asked *** if he could back to the house & mark what boards he wanted replaced*** said he would do it that evening or following morningThe next afternoon I met w/a painter at the house*** still hadn't marked the boards so my husband called him, & now *** was coming back to the house while I was there w/the painterI ignored *** a

We have made multiple follvisits to this clients home in an attempt to re-communicate our findings with the client in order to satisfy their concernsRegarding the complaint about the discrepancy in our markings and the diagram by our inspector, the written report indicates damage to a part
of the structure and is required by the state to document areas of deficiencyThe photo is meant to show a single area and give a better idea as to what is being discussed and called outIt is not meant to show every issue indicated. Photos are not required by the state and are provided as an extra benefit as part of our customer service standardsWe are licensed contractors and are trained in identifying damage as well as recommended repairsOur pricing for repairs is fair and comparable to any competitor in the marketOften times homeowners decline the recommended repairs due to budget and opt to do them on their ownWe have no problem with them making that choice however we do not offer step by step assistance in DIY repairs as this client was looking forWe understand this can be frustrating but we work very hard to properly train and license our employees and believe the price of our repair service is very much worth the value. We spoke to the plaintiffs husband via text who apologized for his own wife's offensive language and irrational conduct at which time we considered the complaint resolved to the best of our ability We believe our staff went above and beyond reasonable expectations in assisting the client and her husband by making multiple trips to mark other areas of concern even though by state standards do not require us to do soAs a family owned and operated company, our reputation is very important to usWe take concerns from clients very seriouslyWhen a client becomes verbally abusive to our staff, we reserve the right to end the relationship with the clientWe believe we have made every effort to resolve, communicate and provide the best service possible

I am rejecting this response because: my language or attitude to ASI was in direct response to his I was treated by their inspector [redacted]. AAI only came out ONE additional time to try to help my husband & I identify what boards they were calling as needing replacement, the only other times they had been out was once when they were. Paid to do the inspection & again when they were paid to do the final inspection. AAI still has not commented on why their inspector would mark additional biards that weren't on his original report and tell me one reason why he did it & tell my husband another. Again AAI can say what they'd like but if there is any question about the way their inspector [redacted] acted & spoke to me they are more than welcome to request the # of the painter who was onsite & witnessed the entire thing (who also was yelled at by AAI's inspector). Very poor customer service & not owning up to any of it & blaming it back on the customer shows just what kind of business they are

Review: through the sale of my home I paid for a termite inspection by AAI. There was a small discrepancy on the report, the inspector attached the wrong pictures to an area he indicated as needing repair/replacement. When I called for clarification (so my husband & I knew what we needed to fix), AAI's inspector, [redacted] got annoyed w/me & argued that his pictures were correct and he was not creating another report. It's very clear that [redacted]'s pictures are not of the right area. AAI or at least [redacted] did not mark which boards needed repair/replacement & we needed to know what we needed to fix. My husband called back AAI & asked [redacted] if he could back to the house & mark what boards he wanted replaced. [redacted] said he would do it that evening or following morning. The next afternoon I met w/a painter at the house. [redacted] still hadn't marked the boards so my husband called him, & now [redacted] was coming back to the house while I was there w/the painter. I ignored [redacted] as he did me. I did ask at one point if his marks were easily visible-he did not answer so I checked & said "oh I can see them, they're red, thats good". then [redacted] walked past me & started digging his screwdriver into boards at the garage & marking those boards. (this area was NOT indicated on his report). I asked him why he was marking boards that were not originally on his report & this is when he yelled at me & told me he didn't need to listen to me or deal w/me. He said he was doing my husband a favor by doing a thorough report because he really didn't the 1st time he came out. the painter tried stopping [redacted] from yelling at me & [redacted] yelled at him & left. [redacted] then called my husband & told him the reason he marked additional boards was because the buyers could get their own termite report & if they found more dry rot than what was on [redacted]'s report we could have more work to. I feel like because [redacted] had an issue w/me he made additional work for us when he started marking the garage trim. The painter witnessed the entire thingDesired Settlement: explain why AAI or [redacted] thinks it's ok to talk to a customer the way he did & if his behavior is a part of his or AAI's normal everyday business practices. I also want to know why [redacted] told me him marking additional boards was because he was doing my husband a favor because [redacted] says he "didn't do that thorough of an inspection the 1st time" & that my husband supposedly asked him to a thorough check when he came back to mark the boards. but [redacted] told my husband it was a favor to him.

Business

Response:

We have made multiple follow-up visits to this clients home in an attempt to re-communicate our findings with the client in order to satisfy their concerns. Regarding the complaint about the discrepancy in our markings and the diagram by our inspector, the written report indicates damage to a part of the structure and is required by the state to document areas of deficiency. The photo is meant to show a single area and give a better idea as to what is being discussed and called out. It is not meant to show every issue indicated. Photos are not required by the state and are provided as an extra benefit as part of our customer service standards. We are licensed contractors and are trained in identifying damage as well as recommended repairs. Our pricing for repairs is fair and comparable to any competitor in the market. Often times homeowners decline the recommended repairs due to budget and opt to do them on their own. We have no problem with them making that choice however we do not offer step by step assistance in DIY repairs as this client was looking for. We understand this can be frustrating but we work very hard to properly train and license our employees and believe the price of our repair service is very much worth the value. We spoke to the plaintiffs husband via text who apologized for his own wife's offensive language and irrational conduct at which time we considered the complaint resolved to the best of our ability. We believe our staff went above and beyond reasonable expectations in assisting the client and her husband by making multiple trips to mark other areas of concern even though by state standards do not require us to do so. As a family owned and operated company, our reputation is very important to us. We take concerns from clients very seriously. When a client becomes verbally abusive to our staff, we reserve the right to end the relationship with the client. We believe we have made every effort to resolve, communicate and provide the best service possible.

Consumer

Response:

I am rejecting this response because: my language or attitude to ASI was in direct response to his I was treated by their inspector [redacted]. AAI only came out ONE additional time to try to help my husband & I identify what boards they were calling as needing replacement, the only other times they had been out was once when they were. Paid to do the inspection & again when they were paid to do the final inspection. AAI still has not commented on why their inspector would mark additional biards that weren't on his original report and tell me one reason why he did it & tell my husband another. Again AAI can say what they'd like but if there is any question about the way their inspector [redacted] acted & spoke to me they are more than welcome to request the # of the painter who was onsite & witnessed the entire thing (who also was yelled at by AAI's inspector). Very poor customer service & not owning up to any of it & blaming it back on the customer shows just what kind of business they are