Absolute Pest Solutions

Re: Revdex.com Complaint #- Tammie Rubin
Following is our response to *** *** complaint:
*** *** called Absolute Pest Solutions LLC and inquired about services for roachesOur programs were explained to her over the phoneAt this time she asked about
a discount she had seenThis discount was explained to her at this timeThe requested discount was 25% off of an initial service with a one year agreementThe agreement, which includes an initial service and three quarterly services, was explained to her during this callAt no time during this conversation did she ever mention treating her dishwasher areaShe asked if someone could come out in person to explain our servicesA complimentary inspection was scheduled with her for July 28,
On July 28, 2014, our technician spent hour and minutes at her home explaining our services to her in person and her husband via telephoneHe prepared a
contract for her and once she approved this, he performed the initial service at her request during this same visitShe received the 25% discount by signing the one year agreement
On July 29, 2014, *** *** called back to the office requesting that the technician return to treat the dishwasher area since her husband had now moved this
applianceIt is our policy not to move appliances or furniture for treatmentIf a homeowner wants these types of areas treated, they need to make arrangements to have those items moved prior to our arrival for treatmentHad *** *** requested this at the time of her initial inquiry, this would have been explained to her and she could have been prepared on July In addition, *** *** also mentioned in her complaint that her cabinets were not treatedAgain, the initial appointment was scheduled for inspection and estimate onlyBased on the type of roaches that were found, we would not have recommended that the cabinets be treatedIn addition, the cabinets were not cleared out by the homeowner in order to allow a treatment had she requested thisA chemical cannot be applied when there are food, dishes, etcin the cabinets
On July 30, 2014, *** *** called again requesting that her contract be cancelledAt this time, it was explained to her that she had received a discount based on
her annual contractShe disagreed and then requested an additional Military Discount on top of the discount she had already receivedIt was explained that only one discount applies and the 25% she received was a greater discount than the 10% Military DiscountIn addition, this was the first time she mentioned to our office that she qualified for a Military DiscountOur annual contract was never explained to *** *** as four visits in addition to her initial visit as she has stated in her complaintAll of our annual contracts are the same; an initial treatment and three quarterly treatmentsNo other annual pest control agreement is offered by Absolute Pest Solutions LLCAt the time of her initial service inquiry call, this was clearly explained to herShe was also informed at this time that once these first four services were completed, her quarterly services would continue until she called the office to cancelShe was eligible to cancel her annual contract after these services but was certainly welcome to continue the quarterly services indefinitely (as many of our customers do)
*** *** has stated that she has contacted another company who has agreed to treat her dishwasher areaAt no time did we tell her we would not treat this
area; however, she did not request this initially and did not provide us an opportunity to schedule this service for her prior to canceling her contractWe sincerely hope that *** *** receives her desired results and service with her new company
Absolute Pest Solutions LLC prides ourselves on our customer service, professionalism and our excellent treatment resultsUnfortunately, *** *** has made some
statements in her complaint However, the manner in which we conduct business (i.eour agreements, policies and procedures, cancellation policy, etc.) have been our and successful practices for yearsWe maintain an A+ rating with the Revdex.com with these policies and procedures in place
Customer service and customer retention are a high priority to our companyAt this time, Absolute is returning *** *** initial payment of $by
returning her check that she wrote on 7/28/It is our hope that this will allow *** *** to understand our commitment to our customers and our reputation

Re: Revdex.com Complaint #1157258 - Tammie Rubin
Following is our response to [redacted] complaint:
[redacted] called Absolute Pest Solutions LLC and inquired about services for roaches. Our programs were explained to her over the phone. At this time she asked about a discount she had seen....

This discount was explained to her at this time. The requested discount was 25% off of an initial service with a one year agreement. The agreement, which includes an initial service and three quarterly services, was explained to her during this call. At no time during this conversation did she ever mention treating her dishwasher area. She asked if someone could come out in person to explain our services. A complimentary inspection was scheduled with her for July 28,2014.
On July 28, 2014, our technician spent 1 hour and 51 minutes at her home explaining our services to her in person and her husband via telephone. He prepared a
contract for her and once she approved this, he performed the initial service at her request during this same visit. She received the 25% discount by signing the one year agreement.
On July 29, 2014, [redacted] called back to the office requesting that the technician return to treat the dishwasher area since her husband had now moved this
appliance. It is our policy not to move appliances or furniture for treatment. If a homeowner wants these types of areas treated, they need to make arrangements to have those items moved prior to our arrival for treatment. Had [redacted] requested this at the time of her initial inquiry, this would have been explained to her and she could have been prepared on July 28. In addition, [redacted] also mentioned in her complaint that her cabinets were not treated. Again, the initial appointment was scheduled for inspection and estimate only. Based on the type of roaches that were found, we would not have recommended that the cabinets be treated. In addition, the cabinets were not cleared out by the homeowner in order to allow a treatment had she requested this. A chemical cannot be applied when there are food, dishes, etc. in the cabinets.
On July 30, 2014, [redacted] called again requesting that her contract be cancelled. At this time, it was explained to her that she had received a discount based on
her annual contract. She disagreed and then requested an additional Military Discount on top of the discount she had already received. It was explained that only one discount applies and the 25% she received was a greater discount than the 10% Military Discount. In addition, this was the first time she mentioned to our office that she qualified for a Military Discount. Our annual contract was never explained to [redacted] as four visits in addition to her initial visit as she has stated in her complaint. All of our annual contracts are the same; an initial treatment and three quarterly treatments. No other annual pest control agreement is offered by Absolute Pest Solutions LLC. At the time of her initial service inquiry call, this was clearly explained to her. She was also informed at this time that once these first four services were completed, her quarterly services would continue until she called the office to cancel. She was eligible to cancel her annual contract after these services but was certainly welcome to continue the quarterly services indefinitely (as many of our customers do).
[redacted] has stated that she has contacted another company who has agreed to treat her dishwasher area. At no time did we tell her we would not treat this
area; however, she did not request this initially  and did not provide us an opportunity to schedule this service for her prior to canceling her contract. We sincerely hope that [redacted] receives her desired results and service with her new company.
Absolute Pest Solutions LLC prides ourselves on our customer service, professionalism and our excellent treatment results. Unfortunately, [redacted] has made some
false statements in her complaint.  However, the manner in which we conduct business (i.e. our agreements, policies and procedures, cancellation policy, etc.) have been our normal and successful practices for years. We maintain an A+ rating with the Revdex.com with these policies and procedures in place.
Customer service and customer retention are a high priority to our company. At this time, Absolute is  returning [redacted] initial payment of $123.75 by
returning her check that she wrote on 7/28/14. It is our hope that this will allow [redacted] to understand our commitment to our customers and our reputation.

Review: Absolute Pest Solutions did an Initial Service on 7/28/14, which the house was treated for Pest. The Tech talked with my Husband over the Phone and explain to him that he would take care of the problem area which we had reported when we scheduled the Initial Service and what was explained to the Tech prior to the treatment he claimed was deemed necessary to rid the Pest . The Tech explained to my husband that at the next visit if the dishwasher was pulled out he could treat the area. The area was never treated which the Cockroaches are still present. On 7/29/14.I contacted the Company due to the treatment deemed necessary for the control of the Cockroaches was not appealed to the main area in which the Tech and the Office was informed on which prompt us to contact the company for their services. The Cockroaches appeared as usual before the Initial Service was done by Company on 7/28/14. I was informed that the Tech would give me a call back to help me with my complaint because the [redacted] had no idea what treatment the Tech did or what the Tech explained to use before the Treatment was applied on 7/28/14. The Tech called me back later that afternoon and explained to me that I will continue to see the Pest for about 7 days. The area I complained about which was the dishwasher area was never treated by the Company, the under sink area and all the Cabinets in the Kitchen. The Tech explains to me that he had taking care of us and we were good. I contacted the Company on 7/30/14, and canceled the contract which was before the third day of business day after the date of the transaction. The Company informed me that the Tech's don't treat the area behind the Dishwashers due to the attachment of the Dishwashers. I requested a cancelation confirmation number and the Company explained they don't have a way of producing a cancelation confirmation number and the [redacted] will give me a call. I explained to the Office of the Company that I was also informed that there would be 4 visits per year alone with the Initial Service Treatment. On 7/30/14, I was informed that there would only be 3 visits per year not 4. I was trying to gather additional Information and the Office staff hanged the phone up while I was still talking. I called the company back right after the Office staff hanged up on me and I talked with the [redacted] who was very unprofessional and he began to tell me that my Contact was canceled and he would not be coming to my House since the service is COD. The [redacted] was insulting to me telling me that my Husband had no knowledge of Pest Control and we didn't know if the Tech did his Job or not. The owner also was upset that I complained on 7/28/14, because I didn't give the 7 day grace period to allow the Pest to be gone. I explain to the [redacted] that I only had a 3 day grace period and I needed to cancel l the Agreement and I needed proof for the Cancelation which was on 7/30/14. The [redacted] began to tell me that I was pasted the third business day which was incorrect. The Service date was 7/28/14, which was the same date of the Check written and the date of the Acceptance of the Treatment and the Tech also signed on 7/28/14. The Company never provided me with any proof of my request to cancel prior to the deadline which is noted on the Agreement. I have contacted another Pest Company who is schedule to come and complete my request to rid the Pest problems I'm having. I was also informed by the new Company that the Dishwasher area will be treated which the Tech will take care of. This current Company provides email for all agreements to Customers and copies of all Business transactions which also include any Agreements that are canceled, unlike Absolute Pest Solutions.Desired Settlement: The Company provides all Transactions to the Customer for any Agreement's or any Agreement that have been canceled by the Customer. The Company to be professional at all times no matter what the complaint is and the Staff attended Customer Service Training if they are to be listed with the Revdex.com. The Company to communicate with the Employees who are providing the Services to the Customers of all the Company Policies and Procedures. The Office Staff to refer all complaints to Management in a timely manner. The Agreements be extended the Agreement cancelation policy to 7 days which I was informed would take to rid the Pest away. The 3 days which is now allowed is not fair with what the Company is asking the Customer to allow the Treatments to work. The Customer who waits 7 days will be stuck in an Agreement since there is only a 3 day grace period. The grace period and the treatment period should be the same amount of days.to the same amount of Days which the Company expects the Customer to wait to see no more Pest.

Business

Response:

Re: Revdex.com Complaint #1157258 - Tammie Rubin

Following is our response to [redacted] complaint:

[redacted] called Absolute Pest Solutions LLC and inquired about services for roaches. Our programs were explained to her over the phone. At this time she asked about a discount she had seen. This discount was explained to her at this time. The requested discount was 25% off of an initial service with a one year agreement. The agreement, which includes an initial service and three quarterly services, was explained to her during this call. At no time during this conversation did she ever mention treating her dishwasher area. She asked if someone could come out in person to explain our services. A complimentary inspection was scheduled with her for July 28,2014.

On July 28, 2014, our technician spent 1 hour and 51 minutes at her home explaining our services to her in person and her husband via telephone. He prepared a

contract for her and once she approved this, he performed the initial service at her request during this same visit. She received the 25% discount by signing the one year agreement.

On July 29, 2014, [redacted] called back to the office requesting that the technician return to treat the dishwasher area since her husband had now moved this

appliance. It is our policy not to move appliances or furniture for treatment. If a homeowner wants these types of areas treated, they need to make arrangements to have those items moved prior to our arrival for treatment. Had [redacted] requested this at the time of her initial inquiry, this would have been explained to her and she could have been prepared on July 28. In addition, [redacted] also mentioned in her complaint that her cabinets were not treated. Again, the initial appointment was scheduled for inspection and estimate only. Based on the type of roaches that were found, we would not have recommended that the cabinets be treated. In addition, the cabinets were not cleared out by the homeowner in order to allow a treatment had she requested this. A chemical cannot be applied when there are food, dishes, etc. in the cabinets.

On July 30, 2014, [redacted] called again requesting that her contract be cancelled. At this time, it was explained to her that she had received a discount based on

her annual contract. She disagreed and then requested an additional Military Discount on top of the discount she had already received. It was explained that only one discount applies and the 25% she received was a greater discount than the 10% Military Discount. In addition, this was the first time she mentioned to our office that she qualified for a Military Discount. Our annual contract was never explained to [redacted] as four visits in addition to her initial visit as she has stated in her complaint. All of our annual contracts are the same; an initial treatment and three quarterly treatments. No other annual pest control agreement is offered by Absolute Pest Solutions LLC. At the time of her initial service inquiry call, this was clearly explained to her. She was also informed at this time that once these first four services were completed, her quarterly services would continue until she called the office to cancel. She was eligible to cancel her annual contract after these services but was certainly welcome to continue the quarterly services indefinitely (as many of our customers do).

[redacted] has stated that she has contacted another company who has agreed to treat her dishwasher area. At no time did we tell her we would not treat this

area; however, she did not request this initially and did not provide us an opportunity to schedule this service for her prior to canceling her contract. We sincerely hope that [redacted] receives her desired results and service with her new company.

Absolute Pest Solutions LLC prides ourselves on our customer service, professionalism and our excellent treatment results. Unfortunately, [redacted] has made some

false statements in her complaint. However, the manner in which we conduct business (i.e. our agreements, policies and procedures, cancellation policy, etc.) have been our normal and successful practices for years. We maintain an A+ rating with the Revdex.com with these policies and procedures in place.

Customer service and customer retention are a high priority to our company. At this time, Absolute is returning [redacted] initial payment of $123.75 by

returning her check that she wrote on 7/28/14. It is our hope that this will allow [redacted] to understand our commitment to our customers and our reputation.

Review: This company did termite treatment on my house in 2011. When doing so they drilled holes in the slab foundation of my townhouse, after completing treatment the holes were never filled with concrete. Holes that weren't filled resulted in ground water coming up and destroying carpet in my living room.Desired Settlement: I would like the holes filled properly as well as the cost of replacing carpet that was destroyed due to an unfinished job.

Business

Response:

To whom it may concern,

[redacted] contacted our office on October 22,2013 claiming that our company had not completed a job correctly and demanding that we pay to replace her carpet. [redacted] complaint that our company did not fill the holes with concrete was inaccurate. I met with [redacted] at this property and inspected the holes in question. After speaking with her at length during this inspection and inspecting other homes near her that were treated by other companies, she understood and agreed that yes these holes had indeed been patched, as is our normal practice.

I met with [redacted] the day after she called to inform us of the problem. However, she noted in her Revdex.com complaint that the problem first occurred on October 1,2013 and only contacted our company on October 22,2013 when a contractor claimed that the problem was from a hole that he felt had not been sealed properly. I spoke with [redacted] on October 22nd after she called my office and stated that two contractors had determined the water problem was a result of the termite treatment completed more than two years prior on June 3,2011. When speaking with her she indicated she had received the same information from three contractors. When asked to produce the documentation for these inspections, she admitted she had only had one contractor look at the property.

At the time of our multiple conversations on October 22nd, [redacted] demanded that our company pay for replacing her carpet and wanted me to inspect the property the same day. I informed her that I would be available to meet her at 11pm that evening. This is because I work in Richmond on Tuesdays and would be leaving the City of Richmond until after 7:30pm and had other commitments between that time and being able to get to Stafford to meet her if she insisted that I had to inspect the property that same day, even though the problem had occurred 21 days prior and she was just that day contacting us. She finally agreed to meet with me on Wednesday, October 23rd. I met her at the property at 1:20pm to inspect and discuss the situation with her. The termite treatment she was questioning was done as part of a real estate transaction at the time of purchase by [redacted]. The treatment comes with a one year renewable warranty. The warranty was not renewed and she was actually not a current customer at the time of her complaint nor did any warranty still apply on her property.

At the time of our meeting, I discovered that indeed the patching for one hole of about one dozen holes drilled in her floor had deteriorated. She indicated that she thought some of the holes were patched correctly using mortar and other holes had only been filled with a powder. While I was not present when the job was performed, I explained that this practice would not make sense. A technician would not take the time to randomly patch some holes and fill other holes with powder. The mortar is mixed all at once and the holes are filled all at one time. It would be a more labor intensive and time consuming process for the technician to improperly perform this work than to do it correctly.

After speaking with [redacted], I explained that as a courtesy, I would be more than happy to re-puncture all previously drilled and patched holes an re-patch these holes using a different style plug as well as a different type of mortar. In return, [redacted] agreed to withdraw her complaint from Revdex.com and sign documentation that should not hold Absolute Pest Solutions, LLC liable for the cost of replacing her carpet or for performing any other work in relation to this issue. I agreed to meet her on Saturday, October 26,2013, which she indicated was most convenient for her, to complete the work agreed upon and have her sign the agreed paperwork. [redacted] called me approximately 1 hour prior to our meeting time and said she would not be available to meet me but would still like for me to go and make the agreed upon repairs. I went to the property, met her tenant and performed the work we had agreed to.

As of this date, she has not signed the paperwork she agreed to and she has not withdrawn her Revdex.com complaint. In fairness to her, I have not tried to contact her to arrange time for her to meet me to sign the documentation she had agreed to; however, she has not followed through on what she had agreed to, even after the work was completed.

Please keep me informed if you communicate with [redacted] again and provide a confirmation once your office considers this matter closed.

Sincerely,

Owner