American Coupon Exchange

[redacted] management utilizes Central Exterminating Coto provide regular pest management services to the property on a weekly basisIn addition to the routine pest issues common to a facility of this type and size [rats, mice roaches, ants silverfish, etc.], we also provide treatments for bed bug infestations that are reported...or discovered by routine unit inspectionson the various floorsA bed bug situation was identified in a near by apartment to Mr [redacted] 's unit....his being #***.The procedure in place with the Management Company is to provide inspections above, below, left, right and across from an identified infestation unitThe Management Company provides all apartment units to receive an inspection with a written notice that we will be in their unit for an inspectionUnfortunately, the notice does not identify what the inspection consists of or, what the resident can expect to see upon their returnThis is their decision to limit the amount of inspection information made available to the resident(s) receiving notice of pending access to their unitsNo doubt, trying not to alarm residents to this potential pest being near by, is at the heart of their decision not to provide more details as to what the inspection will consist of and what the resident can expect to see on their return to their unit To properly inspect for bed bugs, in the bed rooms, all linens, blankets, comforters, etcmust be removed; mattresses and box springs removed; and all frame work closely inspected for bed bug evidenceCushions are also removed from over-stuffed couches and chairs as wellThe inspection team, however, due to time restrictions, does not re-make the bedsThis comprehensive approach to the inspection process is vital to locating bed bug issues, in the early stages of development [even before the residents may become aware a problem is developing in their unit]....due to the small size of early instar stages of the bed bug as well as their secretive nature to retreat to dark and quiet areas of the bed(s) or other furnishings in the unit

[redacted]To: [redacted], Dispute Resolution Specialist-Revdex.comFrom: [redacted]Date: 4/24/15Re: [redacted]I have reviewed [redacted] account with us as well as his account correspondence history. It is apparent that there were extensive lapses in...

communication, between both parties, as to perceived missed services by our technician; a free service offer by [redacted] to resolve the concerns of the customer; the acceptance of the generous length of free service by [redacted] prior to fees being resumed; the assumption on Central’s part that [redacted] was content with the resolution offer; and that [redacted] would, indeed,  continue with Central in August of 2014 moving forward as a continuing [redacted] customer. Central Exterminating Company has not survived in business for over 69 years by providing poor service to its customers or ignoring their complaints when reported to our service centers. However, as a service company, unfortunate communication or performance issue will and do occur from time to time. We work diligently to prevent that from happening and are as committed to correcting those lapses for our customers. Keeping a satisfied customer is of greater value to any service company as opposed to looking for a replacement customer lost due to unhappiness. As the Vice President and General Manager for Central Exterminating Company for over 34 years, I work continually to instill in all of our service staff; clerical staff; and our branch managers the need to be aware of any negative service issues or complaints that may occur and to work quickly to resolve these concerns reported by any customer. Had [redacted] contacted the Cleveland corporate to speak to a senior management person, he would have had the opportunity to relate to me, directly, all of the initial service issues he was experiencing before it ever evolved into missed billing invoices. I am confident I could have resolved his initial concerns and we would currently have a satisfied customer.I offer my sincere apology to [redacted] for the way they were treated. I regret that we have lost a valued long time customer over poor communication.I will be reviewing this entire matter with each individual involved. As a learning experience, we need to review how to avoid a repeat of this type of event for the future. As a completed resolution, [redacted], our collection service, has been contacted, this date, and instructed to remove [redacted] from any further collection activities and mailings. [redacted]’s Central Exterminating Company account is now closed. No further billing remains.

[redacted] management utilizes Central Exterminating Co. to provide regular pest management services to the property on a weekly basis. In addition to the routine pest issues common to a facility of this type and size [rats, mice roaches, ants silverfish, etc.], we also provide treatments for...

bed bug infestations that are reported...or discovered by routine unit inspections.... on the various floors. A bed bug situation was identified in a near by apartment to Mr. [redacted]'s unit....his being #[redacted].The procedure in place with the Management Company is to provide inspections above, below, left, right and across from an identified infestation unit. The Management Company provides all apartment units to receive an inspection with a written notice that we will be in their unit for an inspection. Unfortunately, the notice does not identify what the inspection consists of or, what the resident can expect to see upon their return. This is their decision to limit the amount of inspection information made available to the resident(s) receiving notice of pending access to their units. No doubt, trying not to alarm residents to this potential pest being near by, is at the heart of their decision not to provide more details as to what the inspection will consist of and what the resident can expect to see on their return to their unit.   To properly inspect for bed bugs, in the bed rooms,  all linens, blankets, comforters, etc. must be removed; mattresses and box springs removed; and all frame work closely inspected for bed bug evidence. Cushions are also removed from over-stuffed couches and chairs as well. The inspection team, however, due to time restrictions, does not re-make the beds. This comprehensive approach to the inspection process is vital to locating bed bug issues, in the early stages of development [even before the residents may become aware a problem is developing in their unit]....due to the small size of early instar stages of the bed bug as well as their secretive nature to retreat to dark and quiet areas of the bed(s) or other furnishings in the unit.