Anderson Pest Solutions-Elmhurst

Initial Business Response /* (1000, 7, 2015/07/10) */
Contact Name and Title: *** *** Marketing Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@anderpest.com
Dear ***,
Thank you for choosing Anderson for your pest control needs
Our records indicate that *** signed up for our
Single Service for ants at the price of $and said he/she would pay by checkOn 3/31, it was noted that you called to upgrade your service from a Single Service to our quarterly Natural Choice program which has an initial fee of $and $only with a Credit Card on fileRecurring fees are at a quarterly rate of $On 3/31, *** called saying not to process payment on the card because it was invalid and we have to get paid either before or at the time of serviceThe technician came to perform service but also collected payment at $as a check since the client did not provide us a valid Credit Card number to receive the $incentiveWe apologize if there has been any miscommunication but this is our policy
After performing service, the tech mailed the check and it got lostIt was never cashed and the client verified this, while we apologize for the inconvenience, we have no control over this and the client still had not paidOn 4/09, client downgraded Quarterly Service to Single Service (still at a rate of $185)
Because payment got lost, the client ended up in collectionsWe followed up with the client and client also confirmed the check had never been cashedOn 7/the client called and paid the past due invoice and the issue has since been resolvedWe sincerely apologize for any confusion and for miscommunication on our part and we hope there is a way we can make it up to youPlease note that we don't have control over invalid credit cards and checks being lost
Initial Consumer Rebuttal /* (3000, 9, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, they have things a little backwards
There was never any conversation whatsoever about having a quarterly serviceWe had performed a one-time service with you previously and indicated we wanted a one-time service performed by you againPeriod
Secondly, I never called to tell you the credit card was invalidIn fact, YOU called ME stating you were having difficulty running my credit card, which is what started this whole thing as I'd been informed by my roommate earlier that she had to produce a check
It seems very irresponsible of you to absolve yourselves of any wrong-doing whatsoever, stating you're not responsible for "this" or "that"And, while I was never put into "collections", as you maintain, it would have been domineering and brutish were you to have done so while you KNEW full well the amount was in question
At this point, despite my objections and your holding yourselves blameless and unaccountable for anything, my roommate paid the balance in full, leaving me with no leverage whatsoeverSo, I'm now only left with two final options: (1) choose to not use your company again in the future (a foregone conclusion at this point, given the way I've been treated) and (2) ensure that nobody of my acquaintance uses your company in the future as well (something I will begin working on this weekend)
You had the opportunity to respond in good will, but, instead, the customer has to bear 100% of the supposed misunderstanding, leaving yourselves blamelessEnjoy
Final Consumer Response /* (2000, 17, 2015/07/14) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
***UPDATE UPDATE UPDATE***
I just hung up with *** at Anderson Pest Solutions!
She called me and offered me more than I'd even been asking for! I made it clear that I was only interested in the difference between the two services & the stop-check fee, but she insisted that, in order to restore my faith in their company and to apologize for all the efforts, they are not only refunding the full payment, but the additional stop payment check fee
Having worked in a customer service capacity in one way or another my entire life (and mostly on the front lines), I really hate it when I have to go Chernobyl to get a wrong correctedHowever, props to *** and Anderson for not only doing the right thing, but going above and beyond
Should we need your services again in the future, you will still be in the running
Thank you ***