Complaint: I am rejecting this response because:I was willing to let this go, since the business did indeed send us a refund, but their claim to have returned our call(s) is an outright fabricationIn fact we called TWICE on Saturday to let them know that the animal had been trapped, leaving our phone numberWe were home that day and there was NO phone callWe called again on Sunday, expressing our concern since there was a heavy snowfall in the forecastAgain, no responseWe finally contacted Animal ControlThe Animal Control officer also called with the same resultThis is a company that claims to be available 24/After that we saw no reason to make any further attempts at contacting themWe were fairly shocked when they sent the refund, although I feel certain that would have never happened if we hadn't filed this complaintOn Monday, still without ever calling us, their "technician" apparently came to our house while we were gone (leaving his card and footprints in the snow), which I assume was to retrieve the trap that Animal Control had already confiscated Sincerely, [redacted]
We did receive a call from the customer listed above that they had a racoon that they would like removed from their propertyWe went out on Jan and inspected the propertyA hole was found where the animal was getting into the atticThe customer opted for us to not seal the opening but to leave a trap as is indicated on the attached invoiceWe did receive a call on Saturday from the customerWe returned their call and left a message for them on Saturday to see what needed to be doneWe did not hear back from them or get any messages after thatWe do not know if this was due to messages not being left or the voice mail not recording correctlyWhen our secretaries came in on Monday morning they called againIt was at this time that we were told a raccoon had been caught and then released and that our trap had been impounded by Animal ControlWe did not hear from the customer after thisThe price that the customer paid of $was for the inspection and for the use of the trapIf we would have come and picked up the raccoon and relocated it there would have been an additional charge of $to do thatAfter the incident the owners were never contacted by the customer and they did not express to them that they were dissatisfied with the job that was done and they did not request a refundWe do everything we can to humanely rid any customer of their pest problemOur industry is governed by the Colorado Dept of Agriculture and the Colorado Division of WildlifeOur technicians are trained and certified so that they know how to handle situations with both pests and wildlife and we follow the rules and regulations that are set forth by these departmentsAs soon as we were informed of the complaint that was filed against us by this customer, we issued a refund for the amount that they paid even though the charge did cover the services that were rendered and the time that they used the trap, which we ultimately ended up losingThe check was cashed on March 7, and we have heard nothing further from this customerWe are always willing to work with customers and resolve their concerns, but we can't do that when we aren't aware of what those concerns are
Complaint: 11114204
I am rejecting this response because:I was willing to let this go, since the business did indeed send us a refund, but their claim to have returned our call(s) is an outright fabrication. In fact we called TWICE on Saturday to let them know that the animal had been trapped, leaving our phone number. We were home that day and there was NO phone call. We called again on Sunday, expressing our concern since there was a heavy snowfall in the forecast. Again, no response. We finally contacted Animal Control. The Animal Control officer also called with the same result. This is a company that claims to be available 24/7. After that we saw no reason to make any further attempts at contacting them. We were fairly shocked when they sent the refund, although I feel certain that would have never happened if we hadn't filed this complaint. On Monday, still without ever calling us, their "technician" apparently came to our house while we were gone (leaving his card and footprints in the snow), which I assume was to retrieve the trap that Animal Control had already confiscated.
Sincerely,
[redacted]
Initial Business Response /[redacted]/
This customer contacted us and said that she had a bee or wasp nest under her deck. She said that she thought that the nest was active and that it was in such a tight spot under the deck that we probably wouldn't be able to reach it. She told me...
that only a "small woman" would be able to get in the opening under the deck. I explained to her that if we couldn't remove the nest that we would recommend applying a dust to kill any active bees or wasps and to keep any bees or wasps from moving into the nest.I told her that this service started at $99 depending on how difficult it was to reach the nest and treat it. I went on to explain to her that if we could get to the nest and remove it that we would and the price for that also started at $99 for a quarter size nest and went up from there depending on the size of the nest, whether it was active, and the difficulty in reaching it. She agreed to have us come out and I sent a technician that same day. When my technician got there he assessed the situation. He is the smallest of my techs and felt like he could squeeze under the deck and reach the nest. He suited up in his bee suit to avoid getting stung because at this point he didn't know if the nest was active or not. He called my general manager to talk to him about the situation and the best way to pull the nest out without putting himself in harms way. He proceeded to crawl through the small opening that the customer said only a "small woman" could fit into. He first treated the nest to kill any active bees or wasps that were there and then carefully pulled out a wasp nest that was about the size of a basketball. After removing the nest, it was determined that it wasn't an active nest, but he proceeded to treat the area under the deck in order to prevent wasps from coming into that area and building another nest. Although this seemed like an easy five minute job to the customer, it was not. It required my technician to suit up in his bee suit, crawl into a tight space, and pull out a rather large nest. It was also a job that the customer wasn't willing to do and could only be done by someone small. The phone logs to myself and my general manager as well as the time-in and time-out log for the job also indicate that the technician was there for longer than five minutes. There was no indication from the customer that she was unwilling to pay the charge of $260 until the following day when she called into the office. I spoke with her and listened to her concerns. I told her I would look at the paperwork when it came in and also discuss what transpired with my technician and that I could probably reduce the amount that she was charged due to the nest not being active. After seeing the paperwork and talking with my technician, I called her back to explain why the job was priced as it was and discuss a refund, but I only got her voice mail. She called back when I was not in the office. I called back again as soon as I received her message, but got her voice mail again. This phone tag continued to go on. We never seemed to be able to reach each other, even when I called back right after she had called. After many attempts to reach her and after not hearing back from her, I decided to just mail a check to her. She had made it known that she felt she should only have to pay $99 even though I told her from our first conversation that that was a minimum charge for a small nest. In order to avoid any further dissatisfaction from this customer we refunded her $161. Check #166 for $161 was mailed to her in May. According to my bank statement that check has not yet been cashed. We have done everything that we could to satisfy this customer. Not only did we do the job as we described it to her, but we also refunded her in order to resolve her dissatisfaction.
Initial Business Response /[redacted]/
This customer called us to get rid of some squirrels that were getting into her home. We worked extensively with her to get them out. We did everything that the customer requested including removing numerous squirrels and sealing up several...
entry points. The squirrels chewed their way back in and got into the wall. We immediately went out and worked to get the squirrels out and re-block the opening. She was charged $149 for the initial service. We normally also charge for each squirrel that is removed and relocated and for repairing the entry points, however she did not end up paying for any of the 4 squirrels that we removed or the repairs. After going out to her home yet again and removing the last squirrel she was charged $39 for this one. She called and complained that she didn't feel she should be charged for any of the squirrels so rather than argue with this customer, we refunded her the $39. She no longer has any problems with the squirrels getting in. We took care of the problem and did everything we could to make her happy including giving her numerous services for free.
Initial Consumer Rebuttal /[redacted]/
Aceco continues to be a dishonest company even as they respond to this. I was charged $149 in November for the initial service, but that service was never completed, as where the squirrels were entering was never sealed, so the squirrel returned and was in my roof again. When the manager [redacted] came out to correct the job, he sealed a squirrel in my roof. The trapped and panicked squirrel traveled through my walls looking for an exit and it finally found its way out in my basement. When I initially realized the squirrel was trapped in my roof, I called the manager to let him know and he said there was no way that could happen and was dismissive of my concern. Once he trapped the squirrel, he was so apologetic that he not only told me I wouldn't be charged for the trapping and removal, but he offered to also give return the initial payment of $149. I told him that returning the initial payment would not be necessary.
Again, a few months later a squirrel had chewed through the the seal they installed and was back in my roof. [redacted], the manager, came back out and trapped the squirrel and told me of course I wouldn't be charged as this was due to their work not holding up and they have a guarantee on the work provided. The hole was once again sealed.
In total ONE entry way was sealed twice in three attempts and TWO squirrels were removed.
Not only did I not authorize the $39 removal fee, I was told I would not be charged for it, but what is most disturbing and ILLEGAL is that they held onto my card number for 5 months and then charged my card without permission. They did not return the $39 removal fee which was illegally charged to my card. I had to report the charge to my bank as fraudulent and unauthorized and the card was canceled.
This company has caused me unnecessary stress and anguish due to their low quality workmanship, poor customer service, and fraudulent business practices.
Final Business Response /[redacted]/
AcEco is not being dishonest. I have attached copies of the credit card charge that was accidentally processed through our credit card merchant by our new secretary. It was accidentally processed at 3:19 pm on 4/22/15. It was then voided at 4:03 pm on 4/22/15.
AcEco did complete the work that we were hired to do and we gave the customer numerous services at no charge for items that we normally charge for. The service that was done in November was completed. We were dealing with wildlife which we have no control over. The squirrels made their way back in in January and we went back to take care of the problem again. We found another hole where they had chewed their way in. From the attached service order history you can see the number of times that we went out to take care of the squirrels that repeatedly kept chewing their way back into her home. There is normally a charge of $149 for each time we inspect, spray, and seal a hole. There is also usually a charge of $39 for each squirrel that is picked up and relocated. We went out and fixed holes 3 times, but the customer was only charged 1 time. We also picked up 2 squirrels, neither of which the customer ever paid for.
We have done everything we can to take care of the problem that this customer had, given her numerous services free, and refunded the charge that was accidentally charged to her credit card. She doesn't seem to realize that wildlife is unpredictable and there is not one solution that can immediately be applied to every situation. Because we took care of her problem, she no longer has problems with squirrels. I am more than willing to disclose any documentation that pertains to her account and have included copies of all our records and history of our transactions with her.
We did receive a call from the customer listed above that they had a racoon that they would like removed from their property. We went out on Jan 26 and inspected the property. A hole was found where the animal was getting into the attic. The customer opted for us to not seal the opening but to leave...
a trap as is indicated on the attached invoice. We did receive a call on Saturday from the customer. We returned their call and left a message for them on Saturday to see what needed to be done. We did not hear back from them or get any messages after that. We do not know if this was due to messages not being left or the voice mail not recording correctly. When our secretaries came in on Monday morning they called again. It was at this time that we were told a raccoon had been caught and then released and that our trap had been impounded by Animal Control. We did not hear from the customer after this. The price that the customer paid of $199 was for the inspection and for the use of the trap. If we would have come and picked up the raccoon and relocated it there would have been an additional charge of $49 to do that. After the incident the owners were never contacted by the customer and they did not express to them that they were dissatisfied with the job that was done and they did not request a refund. We do everything we can to humanely rid any customer of their pest problem. Our industry is governed by the Colorado Dept of Agriculture and the Colorado Division of Wildlife. Our technicians are trained and certified so that they know how to handle situations with both pests and wildlife and we follow the rules and regulations that are set forth by these departments. As soon as we were informed of the complaint that was filed against us by this customer, we issued a refund for the amount that they paid even though the charge did cover the services that were rendered and the time that they used the trap, which we ultimately ended up losing. The check was cashed on March 7, 2016 and we have heard nothing further from this customer. We are always willing to work with customers and resolve their concerns, but we can't do that when we aren't aware of what those concerns are.
Complaint: I am rejecting this response because:I was willing to let this go, since the business did indeed send us a refund, but their claim to have returned our call(s) is an outright fabricationIn fact we called TWICE on Saturday to let them know that the animal had been trapped, leaving our phone numberWe were home that day and there was NO phone callWe called again on Sunday, expressing our concern since there was a heavy snowfall in the forecastAgain, no responseWe finally contacted Animal ControlThe Animal Control officer also called with the same resultThis is a company that claims to be available 24/After that we saw no reason to make any further attempts at contacting themWe were fairly shocked when they sent the refund, although I feel certain that would have never happened if we hadn't filed this complaintOn Monday, still without ever calling us, their "technician" apparently came to our house while we were gone (leaving his card and footprints in the snow), which I assume was to retrieve the trap that Animal Control had already confiscated Sincerely, [redacted]
We did receive a call from the customer listed above that they had a racoon that they would like removed from their propertyWe went out on Jan and inspected the propertyA hole was found where the animal was getting into the atticThe customer opted for us to not seal the opening but to leave a trap as is indicated on the attached invoiceWe did receive a call on Saturday from the customerWe returned their call and left a message for them on Saturday to see what needed to be doneWe did not hear back from them or get any messages after thatWe do not know if this was due to messages not being left or the voice mail not recording correctlyWhen our secretaries came in on Monday morning they called againIt was at this time that we were told a raccoon had been caught and then released and that our trap had been impounded by Animal ControlWe did not hear from the customer after thisThe price that the customer paid of $was for the inspection and for the use of the trapIf we would have come and picked up the raccoon and relocated it there would have been an additional charge of $to do thatAfter the incident the owners were never contacted by the customer and they did not express to them that they were dissatisfied with the job that was done and they did not request a refundWe do everything we can to humanely rid any customer of their pest problemOur industry is governed by the Colorado Dept of Agriculture and the Colorado Division of WildlifeOur technicians are trained and certified so that they know how to handle situations with both pests and wildlife and we follow the rules and regulations that are set forth by these departmentsAs soon as we were informed of the complaint that was filed against us by this customer, we issued a refund for the amount that they paid even though the charge did cover the services that were rendered and the time that they used the trap, which we ultimately ended up losingThe check was cashed on March 7, and we have heard nothing further from this customerWe are always willing to work with customers and resolve their concerns, but we can't do that when we aren't aware of what those concerns are
Complaint: 11114204
I am rejecting this response because:I was willing to let this go, since the business did indeed send us a refund, but their claim to have returned our call(s) is an outright fabrication. In fact we called TWICE on Saturday to let them know that the animal had been trapped, leaving our phone number. We were home that day and there was NO phone call. We called again on Sunday, expressing our concern since there was a heavy snowfall in the forecast. Again, no response. We finally contacted Animal Control. The Animal Control officer also called with the same result. This is a company that claims to be available 24/7. After that we saw no reason to make any further attempts at contacting them. We were fairly shocked when they sent the refund, although I feel certain that would have never happened if we hadn't filed this complaint. On Monday, still without ever calling us, their "technician" apparently came to our house while we were gone (leaving his card and footprints in the snow), which I assume was to retrieve the trap that Animal Control had already confiscated.
Sincerely,
[redacted]
Initial Business Response /[redacted]/
This customer contacted us and said that she had a bee or wasp nest under her deck. She said that she thought that the nest was active and that it was in such a tight spot under the deck that we probably wouldn't be able to reach it. She told me...
that only a "small woman" would be able to get in the opening under the deck. I explained to her that if we couldn't remove the nest that we would recommend applying a dust to kill any active bees or wasps and to keep any bees or wasps from moving into the nest.I told her that this service started at $99 depending on how difficult it was to reach the nest and treat it. I went on to explain to her that if we could get to the nest and remove it that we would and the price for that also started at $99 for a quarter size nest and went up from there depending on the size of the nest, whether it was active, and the difficulty in reaching it. She agreed to have us come out and I sent a technician that same day. When my technician got there he assessed the situation. He is the smallest of my techs and felt like he could squeeze under the deck and reach the nest. He suited up in his bee suit to avoid getting stung because at this point he didn't know if the nest was active or not. He called my general manager to talk to him about the situation and the best way to pull the nest out without putting himself in harms way. He proceeded to crawl through the small opening that the customer said only a "small woman" could fit into. He first treated the nest to kill any active bees or wasps that were there and then carefully pulled out a wasp nest that was about the size of a basketball. After removing the nest, it was determined that it wasn't an active nest, but he proceeded to treat the area under the deck in order to prevent wasps from coming into that area and building another nest. Although this seemed like an easy five minute job to the customer, it was not. It required my technician to suit up in his bee suit, crawl into a tight space, and pull out a rather large nest. It was also a job that the customer wasn't willing to do and could only be done by someone small. The phone logs to myself and my general manager as well as the time-in and time-out log for the job also indicate that the technician was there for longer than five minutes. There was no indication from the customer that she was unwilling to pay the charge of $260 until the following day when she called into the office. I spoke with her and listened to her concerns. I told her I would look at the paperwork when it came in and also discuss what transpired with my technician and that I could probably reduce the amount that she was charged due to the nest not being active. After seeing the paperwork and talking with my technician, I called her back to explain why the job was priced as it was and discuss a refund, but I only got her voice mail. She called back when I was not in the office. I called back again as soon as I received her message, but got her voice mail again. This phone tag continued to go on. We never seemed to be able to reach each other, even when I called back right after she had called. After many attempts to reach her and after not hearing back from her, I decided to just mail a check to her. She had made it known that she felt she should only have to pay $99 even though I told her from our first conversation that that was a minimum charge for a small nest. In order to avoid any further dissatisfaction from this customer we refunded her $161. Check #166 for $161 was mailed to her in May. According to my bank statement that check has not yet been cashed. We have done everything that we could to satisfy this customer. Not only did we do the job as we described it to her, but we also refunded her in order to resolve her dissatisfaction.
Initial Business Response /[redacted]/
This customer called us to get rid of some squirrels that were getting into her home. We worked extensively with her to get them out. We did everything that the customer requested including removing numerous squirrels and sealing up several...
entry points. The squirrels chewed their way back in and got into the wall. We immediately went out and worked to get the squirrels out and re-block the opening. She was charged $149 for the initial service. We normally also charge for each squirrel that is removed and relocated and for repairing the entry points, however she did not end up paying for any of the 4 squirrels that we removed or the repairs. After going out to her home yet again and removing the last squirrel she was charged $39 for this one. She called and complained that she didn't feel she should be charged for any of the squirrels so rather than argue with this customer, we refunded her the $39. She no longer has any problems with the squirrels getting in. We took care of the problem and did everything we could to make her happy including giving her numerous services for free.
Initial Consumer Rebuttal /[redacted]/
Aceco continues to be a dishonest company even as they respond to this. I was charged $149 in November for the initial service, but that service was never completed, as where the squirrels were entering was never sealed, so the squirrel returned and was in my roof again. When the manager [redacted] came out to correct the job, he sealed a squirrel in my roof. The trapped and panicked squirrel traveled through my walls looking for an exit and it finally found its way out in my basement. When I initially realized the squirrel was trapped in my roof, I called the manager to let him know and he said there was no way that could happen and was dismissive of my concern. Once he trapped the squirrel, he was so apologetic that he not only told me I wouldn't be charged for the trapping and removal, but he offered to also give return the initial payment of $149. I told him that returning the initial payment would not be necessary.
Again, a few months later a squirrel had chewed through the the seal they installed and was back in my roof. [redacted], the manager, came back out and trapped the squirrel and told me of course I wouldn't be charged as this was due to their work not holding up and they have a guarantee on the work provided. The hole was once again sealed.
In total ONE entry way was sealed twice in three attempts and TWO squirrels were removed.
Not only did I not authorize the $39 removal fee, I was told I would not be charged for it, but what is most disturbing and ILLEGAL is that they held onto my card number for 5 months and then charged my card without permission. They did not return the $39 removal fee which was illegally charged to my card. I had to report the charge to my bank as fraudulent and unauthorized and the card was canceled.
This company has caused me unnecessary stress and anguish due to their low quality workmanship, poor customer service, and fraudulent business practices.
Final Business Response /[redacted]/
AcEco is not being dishonest. I have attached copies of the credit card charge that was accidentally processed through our credit card merchant by our new secretary. It was accidentally processed at 3:19 pm on 4/22/15. It was then voided at 4:03 pm on 4/22/15.
AcEco did complete the work that we were hired to do and we gave the customer numerous services at no charge for items that we normally charge for. The service that was done in November was completed. We were dealing with wildlife which we have no control over. The squirrels made their way back in in January and we went back to take care of the problem again. We found another hole where they had chewed their way in. From the attached service order history you can see the number of times that we went out to take care of the squirrels that repeatedly kept chewing their way back into her home. There is normally a charge of $149 for each time we inspect, spray, and seal a hole. There is also usually a charge of $39 for each squirrel that is picked up and relocated. We went out and fixed holes 3 times, but the customer was only charged 1 time. We also picked up 2 squirrels, neither of which the customer ever paid for.
We have done everything we can to take care of the problem that this customer had, given her numerous services free, and refunded the charge that was accidentally charged to her credit card. She doesn't seem to realize that wildlife is unpredictable and there is not one solution that can immediately be applied to every situation. Because we took care of her problem, she no longer has problems with squirrels. I am more than willing to disclose any documentation that pertains to her account and have included copies of all our records and history of our transactions with her.
We did receive a call from the customer listed above that they had a racoon that they would like removed from their property. We went out on Jan 26 and inspected the property. A hole was found where the animal was getting into the attic. The customer opted for us to not seal the opening but to leave...
a trap as is indicated on the attached invoice. We did receive a call on Saturday from the customer. We returned their call and left a message for them on Saturday to see what needed to be done. We did not hear back from them or get any messages after that. We do not know if this was due to messages not being left or the voice mail not recording correctly. When our secretaries came in on Monday morning they called again. It was at this time that we were told a raccoon had been caught and then released and that our trap had been impounded by Animal Control. We did not hear from the customer after this. The price that the customer paid of $199 was for the inspection and for the use of the trap. If we would have come and picked up the raccoon and relocated it there would have been an additional charge of $49 to do that. After the incident the owners were never contacted by the customer and they did not express to them that they were dissatisfied with the job that was done and they did not request a refund. We do everything we can to humanely rid any customer of their pest problem. Our industry is governed by the Colorado Dept of Agriculture and the Colorado Division of Wildlife. Our technicians are trained and certified so that they know how to handle situations with both pests and wildlife and we follow the rules and regulations that are set forth by these departments. As soon as we were informed of the complaint that was filed against us by this customer, we issued a refund for the amount that they paid even though the charge did cover the services that were rendered and the time that they used the trap, which we ultimately ended up losing. The check was cashed on March 7, 2016 and we have heard nothing further from this customer. We are always willing to work with customers and resolve their concerns, but we can't do that when we aren't aware of what those concerns are.