Mr***,Please see the attached documentThis was the letter written in response to the *** List review you posted explaining everythingThank you.Dear Mr***, First off, I would like to sincerely
apologize that the services performed the past years did not meet your expectationsWe at Antac strive to provide quality customer service in the office and out in the field To address the issue regarding the cancellation fee of $41.40; our company has a policy in place for our maintenance programsWe offer a one year agreement for either a bi-monthly or a quarterly service which is then renewed monthly after the first year, until such time that it is cancelled by the contract holderThe customer is welcome to cancel at any timeHowever, the company cancellation policy requires the contract holder to submit a written notice of cancellation days prior to the next scheduled serviceIf said letter is not received prior to the next scheduled service date, there will be a 60% cancellation feeThese requirements/policies are stated on the Residential Service Agreement and New Customer Checklist that is signed during the initial treatment prior to the start of servicePlease refer to the exclusions and limitations section on the back of your Residential Service Agreement under terms, and the terms and conditions section on your New Customer Checklist.Our records show that on September 11, you called in requesting to cancel your servicesDuring that phone call, you were given an email address, [email protected], to submit the written notice of cancellationYou were provided with instructions on how to cancel your agreementThose instructions were; a cancellation letter must be submitted with a handwritten signature and sent by mail, by email, or faxYou informed our office that even though you did not want to provide this letter, you would still be sending it overIt was then reiterated that as long as our office received the letter within days of your next scheduled service, there would not be a cancellation feeOn November 11, 2014, you contacted our office with questions as to why there was a service scheduled for November 12, when you had already cancelled the agreementYou were informed that your cancellation letter was not received in the allotted time frame resulting in a continuation of serviceThe email address provided on September 11, is a “community” email address and is delivered to every email address within our companyWe agreed to accept your cancellation on November 11, However, because it was not within the day cancellation period, we offered to come out and perform the final service for the regular fee of $69, or you could choose to decline service and pay the 60% cancellation fee. It was at that point you refused to pay the cancellation feeWe then informed you that failing to pay the cancellation fee of $could result in being sent to collections In regards to your issue with constant rescheduling of your general pest control services, we have checked our records and have found that there have only been rescheduled or missed services in the past years due to the gate being lockedThe first rescheduled appointment took place on July 12, when our technician was unable to gain access through the back gateThe service was rescheduled and we were able to come back on July 17, to complete the serviceThe second rescheduled service took place on May 14, when again our technician could not gain access through the back gateOur technician called you and waited at the property before leavingOur office also called and left a voicemail for you to contact us so this appointment could be rescheduledThis specific appointment was never rescheduled because our office did not hear back from you as to when it would be convenient for your scheduleThe last and most recent rescheduled appointment occurred on September 10, when once again our technician could not gain access through the locked gateOur office called you on September 11, to reschedule this appointmentAt that time, you informed us that you would like to cancel your servicesWe informed you of our cancellation policy again at that time.We, at Antac, did our utmost to relay the cancellation policy and contacted you each time we were unable to gain access to the property and needed to reschedule a serviceI hope this letter has clarified any confusion or misunderstanding you may have with our company policies We hope that you can find a pest control service that meets your expectations. Again we apologize for any inconvenience the above mentioned issues may have caused and we hope we have clarified everything for you Please feel free to give us a call if there are any additional issues that need to be addressed
I will definitely speak with the technician to try to get to the bottom of the situationIf in fact there was poor customer service, I apologizeI will be speaking to everyone in the office to ensure that proper customer service is enforcedThank you for the heads up
Mr***,
Please see the attached documentThis was the letter written in response to the *** List review you posted explaining everythingThank youDear Mr***,
class=""> First off, I would like to sincerely apologize that the services performed the past years did not meet your expectationsWe at Antac strive to provide quality customer service in the office and out in the field To address the issue regarding the cancellation fee of $41.40; our company has a policy in place for our maintenance programsWe offer a one year agreement for either a bi-monthly or a quarterly service which is then renewed monthly after the first year, until such time that it is cancelled by the contract holderThe customer is welcome to cancel at any timeHowever, the company cancellation policy requires the contract holder to submit a written notice of cancellation days prior to the next scheduled serviceIf said letter is not received prior to the next scheduled service date, there will be a 60% cancellation feeThese requirements/policies are stated on the Residential Service Agreement and New Customer Checklist that is signed during the initial treatment prior to the start of servicePlease refer to the exclusions and limitations section on the back of your Residential Service Agreement under terms, and the terms and conditions section on your New Customer ChecklistOur records show that on September 11, you called in requesting to cancel your servicesDuring that phone call, you were given an email address, [email protected], to submit the written notice of cancellationYou were provided with instructions on how to cancel your agreementThose instructions were; a cancellation letter must be submitted with a handwritten signature and sent by mail, by email, or faxYou informed our office that even though you did not want to provide this letter, you would still be sending it overIt was then reiterated that as long as our office received the letter within days of your next scheduled service, there would not be a cancellation fee
On November 11, 2014, you contacted our office with questions as to why there was a service scheduled for November 12, when you had already cancelled the agreementYou were informed that your cancellation letter was not received in the allotted time frame resulting in a continuation of serviceThe email address provided on September 11, is a “community” email address and is delivered to every email address within our companyWe agreed to accept your cancellation on November 11, However, because it was not within the day cancellation period, we offered to come out and perform the final service for the regular fee of $69, or you could choose to decline service and pay the 60% cancellation fee. It was at that point you refused to pay the cancellation feeWe then informed you that failing to pay the cancellation fee of $could result in being sent to collections
In regards to your issue with constant rescheduling of your general pest control services, we have checked our records and have found that there have only been rescheduled or missed services in the past years due to the gate being lockedThe first rescheduled appointment took place on July 12, when our technician was unable to gain access through the back gateThe service was rescheduled and we were able to come back on July 17, to complete the serviceThe second rescheduled service took place on May 14, when again our technician could not gain access through the back gateOur technician called you and waited at the property before leavingOur office also called and left a voicemail for you to contact us so this appointment could be rescheduledThis specific appointment was never rescheduled because our office did not hear back from you as to when it would be convenient for your scheduleThe last and most recent rescheduled appointment occurred on September 10, when once again our technician could not gain access through the locked gateOur office called you on September 11, to reschedule this appointmentAt that time, you informed us that you would like to cancel your servicesWe informed you of our cancellation policy again at that timeWe, at Antac, did our utmost to relay the cancellation policy and contacted you each time we were unable to gain access to the property and needed to reschedule a serviceI hope this letter has clarified any confusion or misunderstanding you may have with our company policies We hope that you can find a pest control service that meets your expectations Again we apologize for any inconvenience the above mentioned issues may have caused and we hope we have clarified everything for you Please feel free to give us a call if there are any additional issues that need to be addressed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.?Despite the poor service that I felt to have received, the reason I am now in an argument with antac is because of the process of canceling the service. I was instructed from the initial attempt to cancel that contract, to submit a signed letter. Through email and phone conversations I was clearly told that a written response alone would not be sufficient, it had to be signed. Furthermore when I did submit written (not signed) cancelation instructions, I was again told that it was not sufficient for formal cancellation. This is simply not the policy that is printed on the contract that I signed.
Regards,
[redacted]
All bugs are eliminated! Mr. [redacted] was very helpful since the beginning. I called several exterminators I found in Google but some of them didn't answer the phone and others were not available. Mr [redacted] answered right away and he told me what to do before he goes to my house to eliminate these little bugs that were infesting our apartment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While acknowledging the courteous and professional nature of
the response from Antac, it does not address the regular failure of their
technicians – the reason for the cancelation in the first place. My relationship
lasted for fewer than 24 months, 11-12 scheduled services, I am sure LR would
have the details. The response admits 4 missed appointments. That is a failure
rate of more than one-third. Each of which
was met with a phone call and confirmation that notes exist on the account that
there is no lock on the gate. Not that it is unlocked, but rather there is; in
fact, no lock on the gate. Which lead me to believe that the technicians sent
to my home were lazy, inept, or illiterate. Whichever it may be, I no longer want
to be inconvenienced by this company. Based upon email and phone
correspondence, there has been absolutely no ambiguity on my demand to cancel
service. This whole debate should have been resolved with my verbal request
months ago. Instead they have deliberately prolonged this experience by hiring
a collection agency for $40. I don’t know why they don’t want me to just go
away, that is certainly my goal for them.
On the website it states that “all work is guaranteed.” I suppose that in order for Antac to a meet
this guarantee, they must be competent to perform the work in the first place. And
thank you for reminding me about the [redacted]’s list complaint. I will now attempt
to post this there as well.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.You seem to be missing the point… [redacted] and [redacted] were terrible to me. Their integrity was not questioned- it could have been as simple as poor communication and could've been easily resolved. I actually paid Orkin MORE money to spray my home, and got on a contract with them because they treated me with the respect that I deserve. At the end of the day, I want nothing further from you- but do want my voice to be heard and for you to understand just how unacceptably I was treated. Even the technician was in disbelief and horrified at the behavior of his manager. Perhaps you should chat with him? I'm standing up on this so it doesn't happen to another customer in the future.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Great customer service (thank you Priscilla!)!! They arrive on time, they are thorough and fast. Price was on the top of my budget but have not seen a bug again! The money spent is well worth it.
Mr. [redacted],
I have looked through the notes in your account and would like to clarify that the gate we are referring to is the gate allowing access to your community not the gate to your back yard. The gate code we have on file hasn't worked when the technicians have attempted service. Of the four missed appointments, one was because the technician called in sick and the other three were because the gate code ([redacted]) on file didn't work. Repeated calls to the phone number on file (###-###-####) to obtain a working gate code have not been returned. With regards to the $40 cancellation fee, the account notes indicate you spoke with L[redacted] in September, 2014 and agreed to send the required cancellation letter. If you would've sent a signed cancellation letter with your hand written signature in September, it would've met the cancellation requirements of 30 days before your next scheduled service and there wouldn't be a fee .
The scan you did send in November 2014 didn't come through on our end and we need that to close the account, otherwise your account remains open. You are correct that this whole debate should have been and could have been resolved months ago if we would have received the requested signed letter. There is no need to deliberately prolong any experience and have not turned your account over to collections. We simply need the cancellation letter along with the cancellation fee and your account will be cancelled. Thank you.
[redacted]
Branch Manager
Antac Pest Control
Very customer friendly! Spent 5 minutes on the phone with me trying to help me even though unfortunately they couldn't help due to condo contracts. Was impressed by customer service alone.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
?Despite the poor service that I felt to have received, the reason I am now in an argument with antac is because of the process of canceling the service. I was instructed from the initial attempt to cancel that contract, to submit a signed letter. Through email and phone conversations I was clearly told that a written response alone would not be sufficient, it had to be signed. Furthermore when I did submit written (not signed) cancelation instructions, I was again told that it was not sufficient for formal cancellation. This is simply not the policy that is printed on the contract that I signed.
Regards,
[redacted]
Ben just treated our house inside & out. Couldn't be a nicer person. He'll be back in two weeks to check on things and I'm sure we'll have nothing but excellent results!
My complaint is specifically for the contract where its safe if I am NOT happy with the results they must come into my house within 10 days to fix the problem. This is where all of this started then they would allow me the privilege of what I pay 4 per the contract to have a technician came in everything else started so instead of them releasing me from my contract as I had suggested it was until after everything was said and done that they had to release me because it could no longer handle meverything as a customer. All I wanted them was to complete the contract that I had paid for and I had signed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted],
Thank you for your patience and working with us on this issue. I apologize and am embarrassed that this even happened. Antac is an honest and reputable company who stands behind the quality and work performed. I hope your account notes below show...
we moved on this quickly as soon as you informed us of the problem. The heavy rain that was forcasted and we received for the week of February 27th thru March 2nd prevented us from scheduling the work on those days. The local treatment and repairs have been completed and hopefully to your satisfaction.
You called the office on Wednesday February 26th, 2014 making us aware of this issue. We sent an inspector ([redacted]) out the same day to inspect and he confirmed the work wasn't completed. We wanted to schedule your work to be done sometime between February 27th thru March 2nd and unfortunately the rain forecasted prevented that. [redacted] returned phone calls with you on February 27th and 28th to let you know the local treatment would be done on March 5th and the repairs on March 17th, 2014. [redacted] called you back later on February 28th to let you know there was an opening on March 10th and moved the repairs from Mach 17th to the 10th.
To Whom it may Concern,
I have conversed with those involved with this conversation and have taken statements from all. I'm not sure where the disconnect happened during the conversations, but we NEVER have sent a technician out to...
perform a one-time service for such a low price. The quoted low price is only honored when the customer agrees to an annual agreement. Regarding the way our employees are trained: Our employees are trained to be very respectful and courteous, even in situations where there integrity is being questioned. I'm sorry that the customer felt differently. We sent a technician all the way out to a home under the impression that the would-be client wanted to commence an annual maintenance program. Again, there must have been a disconnect of some sort. Luckily, the issue was addressed before we started treating the home.
The below statements were submitted to me regarding the phone conversation with the person filing the complaint:
[redacted]’s conversation-
"On 4/15/15 [redacted] called into the office with concerns
regarding ants in her condo that she had noticed since the week prior. [redacted]
did mention that she had a baby and needed this taken care of and will do
whatever it takes. I explained to [redacted] the benefits of going on our Bi-Monthly
maintenance program as it would take care of the egg cycles throughout the
seasons. Price was quoted at $114 for the initial with a $50 discount with the
consideration of the size of her condo. I then let [redacted] know that the price
every other month would be $74 and we would service the interior and patio
area. I explained that not only would it cover for ants but for spiders,
crickets, silverfish, earwigs, etc. [redacted] did mention that she did not know
whether her landlord would pay for the services however, again, she will do
whatever it takes. [redacted] mentioned that she would pay for the initial of $64
and have her landlord pay for the rest of the services. I informed [redacted] that
my inspector would be able to stop by the following day and she said that would
work as she does work from home and can be available. I mentioned that
the tech would be bringing over the agreement for her to sign and she could
provide either cash, check or a credit card number for payment. [redacted] thanked
me for my information regarding the matter and was glad we could schedule her
soon.
Note: Not once did [redacted] ask for a one time pricing for ant
services. "
[redacted]’s conversation-
"I received a call from [redacted] who was doing an initial
treatment and asked for onetime pricing to treat the inside of a condominium. I
gave [redacted] the price and hung up. A few moments later [redacted] called back and said
the customer wanted to speak to me. [redacted] got on the phone and began talking
about the pricing she was given was for a onetime service and did not involve a
contract. I went over the pricing and explained the services calmly and
professionally despite [redacted] talking over me and insisting the price she was
quoted should be honored. At no time during the conversation was I rude and
combative as there simply isn’t any reason to be. Regardless of any explanation
I gave to [redacted] she wasn’t willing to listen and only wanted her side heard.
I placed [redacted] on hold and Spoke to [redacted] about the issue.
[redacted] relayed her above statement to me and I told [redacted] I was going to have
her speak with [redacted] to go over their initial conversation about pricing. I got
back on the phone with [redacted] and explained that I would have her speak with
[redacted] to go over the pricing she was given; my reason for doing this is with
all the information customers are given when they call, I felt it would jog
[redacted]’s memory of the pricing she was given.
I listened as [redacted] attempted to speak to [redacted] but [redacted]
was argumentive and spoke over [redacted]. Seeing that the conversation wasn’t
going anywhere I took over the call and let [redacted] know that since she wasn’t
willing to listen and an understanding couldn’t be met I would have the
technician leave without performing the service. My conversation ended and I
hung up the phone.
At no point of mine or [redacted]’s conversation with [redacted] were
we rude, combative or unprofessional. "
Review-Antac Pest Control
To whom it may concern:
I am writing to express concern about a former client who is
slandering our company across the Internet and causing our own office staff to
have fear of this man. After allowing
the customer to cancel his agreement without any early termination fees, Mr. [redacted]
continued to call and harass our office staff throughout the day. At one point,
the calls reached 23 in one hour. He was
explaining that he was going to do all he could to make sure we were wasting
time. He said at one point he didn’t want to cancel, but that he wanted to have
us send a tech out every day, but he would be sure not to be home so that we
are wasting time.
Mr. [redacted] is posting false statements on a majority of
review sites throughout the Internet, alleging that our branch manager threatened
physical violence. He emailed me just to inform me of the review that he was
posting across the Internet. His [redacted] review and comments have been removed
and he has been blocked. His review on [redacted] has been removed and he has also
been blocked on [redacted] as a contributor. [redacted] and [redacted] will be contacted as
well. On [redacted], he is alleging that our office ladies and our branch manager
threatened him. When he discovered he was blocked from
[redacted], he enlisted his wife to start writing reviews that were even more
misleading.
A Cease and Desist letter has been sent to Mr. [redacted]
regarding communication with our office and staff members due to the flood of
phone calls and threatening nature he was communicating with our office staff.
His phone calls have stopped, however his online reviews of false, and
misleading statements (LIBEL) continue. We will be contacting an attorney to
receive counsel as to how to proceed with a lawsuit for libel. This is a
deliberate attempt to destroy our reputation that we have worked very hard to
uphold.
Please see the timeline of events below:
Tuesday, 08/18/2015
01:55 PM
[redacted]
OFFICE
[ Edit ]
[redacted] called in saying he is unhappy
with the services and still has a lot of ants. I explained to him the free
callbacks he is entitled to since it is part of his agreement. I let him know
that if at any point between his regular services he's still seeing pests he
can give us a call to retreat at no additional cost. He then said no and just
wants to cancel. I told him that it will be 60% of the remaining services. He
then got extremely angry saying he will not pay that and to show him
"where the [redacted] it says that". At that point I asked him to calm
down and he said that I'm the one that needed to calm down. I told him to
call back when he's calmed down and hung up. He called back less than a
minute later and he answered and was laughing saying how we must not have
caller ID and that I answered. I told him I knew it was him and that I could
go ahead and help him. He said if we do not cancel he will post on [redacted] bad
reviews about us and have his family do the same. He said he has 2 businesses
and blah blah blah. He went on and on about the agreement and I read him the
part about the early cancellation and the part where it says if the customer
is not satisfied then we can retreat at no additional charge and that is why
I will send my service manager to take a look. He said go ahead and he will
call every day because he is on disability and has nothing better to do than
bother us for the free reservices. Let him know that by law we have to wait
10 days for the next service. He asked where it says that and I said the
product label. I tried scheduling for 8/31 and he said that doesn't work. I
then said our service manager would be happy to talk to him about his account
and he went off on how I threatened him. At that point I told him I'm going
to have to hang up since he said just claimed that I threatened him. He
called back and spoke with [redacted] and after she was done with him he
called back and I answered. He went on again about cancelling. He said I
threatened him with my service manager to discuss his attitude. I had put him
on speaker phone so [redacted] could hear how he was talking to me. He then said how
I was being childish by changing my voice and kept laughing the whole time.
[redacted] took call.
Tuesday, 08/18/2015
02:21 PM
[redacted]
OFFICE
[ Edit ]
Spoke with [redacted] after he had
spoken with [redacted] and [redacted]. [redacted] is being very difficult and wouldn't
allow [redacted] or [redacted] to schedule a call back svc. [redacted] was
argumentative and told me he didn't want to be a customer so I told him I
would cancel his acct but he would still be responsible for the cancellation
costs. [redacted] then said he would call every day demanding a svc every 10 days
until we cancel his service. [redacted] continued to interrupt anytime I spoke
with him so I told him I would need to end the conversation and hung up.
Tuesday, 08/18/2015
02:54 PM
[redacted]
OFFICE
[ Edit ]
I spoke to [redacted] about this issue and
suggested it best to cancel the service and not charge the cancellation fees.
[redacted] gave the ok. [redacted] continued to call so I answered the phone and told
him his acct is cancelled and there wouldn't be any fees. [redacted] then said he
didn't want to cancel the service and wasn't making any sense, he kept
talking about having cancer. [redacted] left a message that he had his agreement
and was going to stop by the office. In one of the phone conversations I told
[redacted] not to come by the office, he was making the office staff very
uncomfortable and they did not feel safe.
[redacted] called a couple more times, I answered and he made threats about small
claims and wanting his money back. Also mentioned he talked to his attorney,
called the police and looked me up on [redacted].
Wednesday, 08/19/2015
08:11 AM
[redacted]
OFFICE
[ Edit ]
[redacted] called in rudely asking if his
account is cancelled yet and that no one will send him a letter stating it. I
let him know that his account is inactive and he asked then if I could send
him a screenshot of that. I let him know that I can send a screenshot and
asked for an email: [redacted]. He then asked for a letter. I told him that's something
management needs to send over to him. He laughed and said right, and that [redacted]
doesn't come in until 9am. He went on how he made 18 bad reviews, is going to
the pest control board and taking us to small claims. I told him that as a
human being he has that right to do so and that we are very much aware of the
reviews. He kept saying how he's trying to start off with a new day and
doesn't get why we are being like this. Again, I told him the best thing to
do is speak to management and he said he'd rather talk to [redacted]. I told
him he's out on vacation and he said "wow, isn't that something personal
you shouldn't be sharing with me". I told him again that his account is
inactive and I will have management send him what he's asking for. He then
said he wants his $200 back for the sy service. I told him he didn't pay
$200 and he laughed again saying that the price doesn't matter and that he
still has ants. I told him AGAIN to just call back at 9am to speak to
management because this is now out of my hands and I can no longer help him.
He went off on another rant and I told him I would have to hang up now. He
said "of course you do" and laughed and said he was waiting for me
to hang up. I hung up. **
Wednesday, 08/19/2015
12:50 PM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called and asked for [redacted]. I told
him he was not available. He said he was on the other line. I told him [redacted]
wasn't in the office. He said we have yet to send him something that his
account is cancelled and has no balance. I told him its cancelled and he
doesn't owe anything. He asked me to say that to his representative. I
repeated it and told him its cancelled and there is no balance like we've
told him all day. He also said its great that [redacted] told him to cease contact
but it needs to come from a lawyer. He said by the way tell [redacted] his [redacted]
profile is nice. Hung up on him. --**
Wednesday, 08/19/2015
12:39 PM
[redacted]
ALERT
[ Edit ]
DO NOT TAKE ANY CALLS OR REQUESTS FOR
SERVICES FROM THIS CUSTOMER.
Wednesday, 08/19/2015
12:20 PM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in to say that he got the
email [redacted] sent but that is not what he wanted. He also said that it is very
nice that he sent the cease and desist email but that has to come from an
attorney not the manager of a pest control company. I let him know that I
would relay the information and have a manager call him back --**
Wednesday, 08/19/2015
11:40 AM
[redacted]
OFFICE
[ Edit ]
[redacted] has called back to back all
morning to the point where we have to ignore any private numbers. He posed as
different identities to get to talk to [redacted]. He then started harassing me
again and saying he knows he’s there. --**
Wednesday, 08/19/2015
10:39 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in again as an anonymous
phone number. He wanted to speak to [redacted]. Then went on to tell me that nobody
is helping him and he wants his money back and that he has already written
bad reviews everywhere and has contact the pest board and Revdex.com and wants his
money back. I simply said thank you [redacted]. Have a nice day. --**
Wednesday, 08/19/2015
10:26 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called again immediately harassing
me because I told him [redacted] was busy at the moment. He kept harassing me about
how I didn't ask him exactly what time. He kept saying I just want to be done
with you guys. I reminded him we have not contacted him. He of course acted
like I was a liar and he kept acting like a victim as if we were the ones
harassing him. He also asked if we were at the same address. Hung up on him.
--**
Wednesday, 08/19/2015
10:06 AM
[redacted]
CUSTOMER
[ Edit ]
Spoke with [redacted] yesterday afternoon
after he spoke with [redacted]. He immediately started going off on me and I told
him I was not the person he was speaking with previously but I would be happy
to help him. He said yeah I know and continued to be rude and started making
comments about [redacted] helping another customer in the background. I told
him she was not talking to him and that she was helping another customer. He
said yeah I know. I asked him how I could help him and he kept saying I
should know who he is. I again told him I was not the person speaking to him
previously and he kept saying I know. (okay.........). I asked again how can
I help him and he said he’s been trying to schedule an appointment and nobody
will help him, I told him I can schedule an appointment for him, and he kept
going off about random things and not making sense and I told him I would be
happy to schedule with him if he can calm down and stop yelling at me because
I cannot concentrate and look at my schedule with him yelling at me. He
continued to yell at me and be rude and sarcastic. I told him he can call
back when he calms down because I cannot get him scheduled while hes yelling
at me and refusing to answer any of my questions and refusing to accept my
help. I told him I can call the technician to ask what time he will be there
and he continued yelling at me, I offered to schedule another service, he
kept yelling. I told him I can’t help him with him yelling while I am trying
to make the situation right. --**
Wednesday, 08/19/2015
10:01 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in around 8 am wanting to
speak with [redacted]. I let him know that [redacted] would not be in the office until
around 9 am today. He said that I wanted a letter in writing about the
contract being cancelled not just a verbal authorization. I informed him that
the account was cancelled and that it had been deactivated. He said
"Then why am I being charged 60% of services I don't do!!" I
explained to him that there were no charges on the account and that there was
nothing owed. He then said that he wants his money back and I let him know
that I will have [redacted] give him a call when he arrives. He said fine and that
he didn't understand why he wasn't in and that this is a government facility
and he didn't understand why we were open. He then said that he will call
back at 9 when [redacted] got in. [redacted] called back at 906 wondering if [redacted] was in
the office yet. I let him know that he had not arrived yet. [redacted] was upset
and said something about bankers hours and that he wanted to speak to him as
soon as possible and that he will just be calling back. He then hung up --**
Please also read the statement from [redacted], our
branch manager:
“Mr. [redacted] was a newer customer having completed two of the
six services he signed up for with no issues or call ins complaining about the
service or any ant issues. On August 19th, Mr. [redacted] called the
office to complain he was seeing a lot of ants and wanted to cancel his
service. The office assistant Mr. [redacted] spoke to let him know he was scheduled
for service on the 19th, Mr. [redacted] was aware of that and said the technician
hadn’t shown up. The office assistant offered to call the technician but Mr.
[redacted] said no and wanted to cancel his account. The office assistant explained
the early cancellation fees and Mr. [redacted] became irate and condescending
regardless of any explanation or offer to service for the ants he was seeing.
The office assistant suggested sending the service manager to look at the ant
issue and Mr. [redacted] somehow perceived that as a threat. Because of Mr. [redacted]’s
behavior the phone call had to be ended. Mr. [redacted] proceeded to call several
times being irate and condescending regardless of who he spoke to. The manager
intervened and was treated the same way resulting in the conversation being
ended. In between Mr. [redacted]’s multiple calls to the office (23 in one hour) the
decision was made to cancel Mr. [redacted]’s agreement without any cancellation
fees. Mr. [redacted] was explained this but continued to be argumentative throughout
the whole process and then several negative reviews with false allegations to purposely harm Antac’s reputation which he said he would do.
Mr. [redacted] was already scheduled for service with an all-day
appointment the same day of his complaints and was offered a timed appointment
but he said that wouldn’t work and just wanted to cancel. No matter what was
offered or any empathy given did not appease Mr. [redacted].”
Mr. [redacted],I have looked through the notes in your account and would like to clarify that the gate we are referring to is the gate allowing access to your community not the gate to your back yard. The gate code we have on file hasn't worked when the technicians have attempted service. Of the four missed appointments, one was because the technician called in sick and the other three were because the gate code ([redacted]) on file didn't work. Repeated calls to the phone number on file (###-###-####) to obtain a working gate code have not been returned. With regards to the $40 cancellation fee, the account notes indicate you spoke with L[redacted] in September, 2014 and agreed to send the required cancellation letter. If you would've sent a signed cancellation letter with your hand written signature in September, it would've met the cancellation requirements of 30 days before your next scheduled service and there wouldn't be a fee .The scan you did send in November 2014 didn't come through on our end and we need that to close the account, otherwise your account remains open. You are correct that this whole debate should have been and could have been resolved months ago if we would have received the requested signed letter. There is no need to deliberately prolong any experience and have not turned your account over to collections. We simply need the cancellation letter along with the cancellation fee and your account will be cancelled. Thank you.[redacted]Branch ManagerAntac Pest Control
Mr***,Please see the attached documentThis was the letter written in response to the *** List review you posted explaining everythingThank you.Dear Mr***, First off, I would like to sincerely
apologize that the services performed the past years did not meet your expectationsWe at Antac strive to provide quality customer service in the office and out in the field To address the issue regarding the cancellation fee of $41.40; our company has a policy in place for our maintenance programsWe offer a one year agreement for either a bi-monthly or a quarterly service which is then renewed monthly after the first year, until such time that it is cancelled by the contract holderThe customer is welcome to cancel at any timeHowever, the company cancellation policy requires the contract holder to submit a written notice of cancellation days prior to the next scheduled serviceIf said letter is not received prior to the next scheduled service date, there will be a 60% cancellation feeThese requirements/policies are stated on the Residential Service Agreement and New Customer Checklist that is signed during the initial treatment prior to the start of servicePlease refer to the exclusions and limitations section on the back of your Residential Service Agreement under terms, and the terms and conditions section on your New Customer Checklist.Our records show that on September 11, you called in requesting to cancel your servicesDuring that phone call, you were given an email address, [email protected], to submit the written notice of cancellationYou were provided with instructions on how to cancel your agreementThose instructions were; a cancellation letter must be submitted with a handwritten signature and sent by mail, by email, or faxYou informed our office that even though you did not want to provide this letter, you would still be sending it overIt was then reiterated that as long as our office received the letter within days of your next scheduled service, there would not be a cancellation feeOn November 11, 2014, you contacted our office with questions as to why there was a service scheduled for November 12, when you had already cancelled the agreementYou were informed that your cancellation letter was not received in the allotted time frame resulting in a continuation of serviceThe email address provided on September 11, is a “community” email address and is delivered to every email address within our companyWe agreed to accept your cancellation on November 11, However, because it was not within the day cancellation period, we offered to come out and perform the final service for the regular fee of $69, or you could choose to decline service and pay the 60% cancellation fee. It was at that point you refused to pay the cancellation feeWe then informed you that failing to pay the cancellation fee of $could result in being sent to collections In regards to your issue with constant rescheduling of your general pest control services, we have checked our records and have found that there have only been rescheduled or missed services in the past years due to the gate being lockedThe first rescheduled appointment took place on July 12, when our technician was unable to gain access through the back gateThe service was rescheduled and we were able to come back on July 17, to complete the serviceThe second rescheduled service took place on May 14, when again our technician could not gain access through the back gateOur technician called you and waited at the property before leavingOur office also called and left a voicemail for you to contact us so this appointment could be rescheduledThis specific appointment was never rescheduled because our office did not hear back from you as to when it would be convenient for your scheduleThe last and most recent rescheduled appointment occurred on September 10, when once again our technician could not gain access through the locked gateOur office called you on September 11, to reschedule this appointmentAt that time, you informed us that you would like to cancel your servicesWe informed you of our cancellation policy again at that time.We, at Antac, did our utmost to relay the cancellation policy and contacted you each time we were unable to gain access to the property and needed to reschedule a serviceI hope this letter has clarified any confusion or misunderstanding you may have with our company policies We hope that you can find a pest control service that meets your expectations. Again we apologize for any inconvenience the above mentioned issues may have caused and we hope we have clarified everything for you Please feel free to give us a call if there are any additional issues that need to be addressed
I will definitely speak with the technician to try to get to the bottom of the situationIf in fact there was poor customer service, I apologizeI will be speaking to everyone in the office to ensure that proper customer service is enforcedThank you for the heads up
Mr***,
Please see the attached documentThis was the letter written in response to the *** List review you posted explaining everythingThank youDear Mr***,
class=""> First off, I would like to sincerely apologize that the services performed the past years did not meet your expectationsWe at Antac strive to provide quality customer service in the office and out in the field To address the issue regarding the cancellation fee of $41.40; our company has a policy in place for our maintenance programsWe offer a one year agreement for either a bi-monthly or a quarterly service which is then renewed monthly after the first year, until such time that it is cancelled by the contract holderThe customer is welcome to cancel at any timeHowever, the company cancellation policy requires the contract holder to submit a written notice of cancellation days prior to the next scheduled serviceIf said letter is not received prior to the next scheduled service date, there will be a 60% cancellation feeThese requirements/policies are stated on the Residential Service Agreement and New Customer Checklist that is signed during the initial treatment prior to the start of servicePlease refer to the exclusions and limitations section on the back of your Residential Service Agreement under terms, and the terms and conditions section on your New Customer ChecklistOur records show that on September 11, you called in requesting to cancel your servicesDuring that phone call, you were given an email address, [email protected], to submit the written notice of cancellationYou were provided with instructions on how to cancel your agreementThose instructions were; a cancellation letter must be submitted with a handwritten signature and sent by mail, by email, or faxYou informed our office that even though you did not want to provide this letter, you would still be sending it overIt was then reiterated that as long as our office received the letter within days of your next scheduled service, there would not be a cancellation fee
On November 11, 2014, you contacted our office with questions as to why there was a service scheduled for November 12, when you had already cancelled the agreementYou were informed that your cancellation letter was not received in the allotted time frame resulting in a continuation of serviceThe email address provided on September 11, is a “community” email address and is delivered to every email address within our companyWe agreed to accept your cancellation on November 11, However, because it was not within the day cancellation period, we offered to come out and perform the final service for the regular fee of $69, or you could choose to decline service and pay the 60% cancellation fee. It was at that point you refused to pay the cancellation feeWe then informed you that failing to pay the cancellation fee of $could result in being sent to collections
In regards to your issue with constant rescheduling of your general pest control services, we have checked our records and have found that there have only been rescheduled or missed services in the past years due to the gate being lockedThe first rescheduled appointment took place on July 12, when our technician was unable to gain access through the back gateThe service was rescheduled and we were able to come back on July 17, to complete the serviceThe second rescheduled service took place on May 14, when again our technician could not gain access through the back gateOur technician called you and waited at the property before leavingOur office also called and left a voicemail for you to contact us so this appointment could be rescheduledThis specific appointment was never rescheduled because our office did not hear back from you as to when it would be convenient for your scheduleThe last and most recent rescheduled appointment occurred on September 10, when once again our technician could not gain access through the locked gateOur office called you on September 11, to reschedule this appointmentAt that time, you informed us that you would like to cancel your servicesWe informed you of our cancellation policy again at that timeWe, at Antac, did our utmost to relay the cancellation policy and contacted you each time we were unable to gain access to the property and needed to reschedule a serviceI hope this letter has clarified any confusion or misunderstanding you may have with our company policies We hope that you can find a pest control service that meets your expectations Again we apologize for any inconvenience the above mentioned issues may have caused and we hope we have clarified everything for you Please feel free to give us a call if there are any additional issues that need to be addressed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.?Despite the poor service that I felt to have received, the reason I am now in an argument with antac is because of the process of canceling the service. I was instructed from the initial attempt to cancel that contract, to submit a signed letter. Through email and phone conversations I was clearly told that a written response alone would not be sufficient, it had to be signed. Furthermore when I did submit written (not signed) cancelation instructions, I was again told that it was not sufficient for formal cancellation. This is simply not the policy that is printed on the contract that I signed.
Regards,
[redacted]
All bugs are eliminated! Mr. [redacted] was very helpful since the beginning. I called several exterminators I found in Google but some of them didn't answer the phone and others were not available. Mr [redacted] answered right away and he told me what to do before he goes to my house to eliminate these little bugs that were infesting our apartment.
Mr. [redacted],Your account has a zero balance and is closed. We will not be contacting you any further.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While acknowledging the courteous and professional nature of
the response from Antac, it does not address the regular failure of their
technicians – the reason for the cancelation in the first place. My relationship
lasted for fewer than 24 months, 11-12 scheduled services, I am sure LR would
have the details. The response admits 4 missed appointments. That is a failure
rate of more than one-third. Each of which
was met with a phone call and confirmation that notes exist on the account that
there is no lock on the gate. Not that it is unlocked, but rather there is; in
fact, no lock on the gate. Which lead me to believe that the technicians sent
to my home were lazy, inept, or illiterate. Whichever it may be, I no longer want
to be inconvenienced by this company. Based upon email and phone
correspondence, there has been absolutely no ambiguity on my demand to cancel
service. This whole debate should have been resolved with my verbal request
months ago. Instead they have deliberately prolonged this experience by hiring
a collection agency for $40. I don’t know why they don’t want me to just go
away, that is certainly my goal for them.
On the website it states that “all work is guaranteed.” I suppose that in order for Antac to a meet
this guarantee, they must be competent to perform the work in the first place. And
thank you for reminding me about the [redacted]’s list complaint. I will now attempt
to post this there as well.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.You seem to be missing the point… [redacted] and [redacted] were terrible to me. Their integrity was not questioned- it could have been as simple as poor communication and could've been easily resolved. I actually paid Orkin MORE money to spray my home, and got on a contract with them because they treated me with the respect that I deserve. At the end of the day, I want nothing further from you- but do want my voice to be heard and for you to understand just how unacceptably I was treated. Even the technician was in disbelief and horrified at the behavior of his manager. Perhaps you should chat with him? I'm standing up on this so it doesn't happen to another customer in the future.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Great customer service (thank you Priscilla!)!! They arrive on time, they are thorough and fast. Price was on the top of my budget but have not seen a bug again! The money spent is well worth it.
Mr. [redacted],
I have looked through the notes in your account and would like to clarify that the gate we are referring to is the gate allowing access to your community not the gate to your back yard. The gate code we have on file hasn't worked when the technicians have attempted service. Of the four missed appointments, one was because the technician called in sick and the other three were because the gate code ([redacted]) on file didn't work. Repeated calls to the phone number on file (###-###-####) to obtain a working gate code have not been returned. With regards to the $40 cancellation fee, the account notes indicate you spoke with L[redacted] in September, 2014 and agreed to send the required cancellation letter. If you would've sent a signed cancellation letter with your hand written signature in September, it would've met the cancellation requirements of 30 days before your next scheduled service and there wouldn't be a fee .
The scan you did send in November 2014 didn't come through on our end and we need that to close the account, otherwise your account remains open. You are correct that this whole debate should have been and could have been resolved months ago if we would have received the requested signed letter. There is no need to deliberately prolong any experience and have not turned your account over to collections. We simply need the cancellation letter along with the cancellation fee and your account will be cancelled. Thank you.
[redacted]
Branch Manager
Antac Pest Control
Recently acquired the service. Quick response. Handled the issue and follow ups on the job. Very professional.
Was impressed by customer service and their staff
Very customer friendly! Spent 5 minutes on the phone with me trying to help me even though unfortunately they couldn't help due to condo contracts. Was impressed by customer service alone.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
?Despite the poor service that I felt to have received, the reason I am now in an argument with antac is because of the process of canceling the service. I was instructed from the initial attempt to cancel that contract, to submit a signed letter. Through email and phone conversations I was clearly told that a written response alone would not be sufficient, it had to be signed. Furthermore when I did submit written (not signed) cancelation instructions, I was again told that it was not sufficient for formal cancellation. This is simply not the policy that is printed on the contract that I signed.
Regards,
[redacted]
Ben just treated our house inside & out. Couldn't be a nicer person. He'll be back in two weeks to check on things and I'm sure we'll have nothing but excellent results!
My complaint is specifically for the contract where its safe if I am NOT happy with the results they must come into my house within 10 days to fix the problem. This is where all of this started then they would allow me the privilege of what I pay 4 per the contract to have a technician came in everything else started so instead of them releasing me from my contract as I had suggested it was until after everything was said and done that they had to release me because it could no longer handle meverything as a customer. All I wanted them was to complete the contract that I had paid for and I had signed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted],
Thank you for your patience and working with us on this issue. I apologize and am embarrassed that this even happened. Antac is an honest and reputable company who stands behind the quality and work performed. I hope your account notes below show...
we moved on this quickly as soon as you informed us of the problem. The heavy rain that was forcasted and we received for the week of February 27th thru March 2nd prevented us from scheduling the work on those days. The local treatment and repairs have been completed and hopefully to your satisfaction.
You called the office on Wednesday February 26th, 2014 making us aware of this issue. We sent an inspector ([redacted]) out the same day to inspect and he confirmed the work wasn't completed. We wanted to schedule your work to be done sometime between February 27th thru March 2nd and unfortunately the rain forecasted prevented that. [redacted] returned phone calls with you on February 27th and 28th to let you know the local treatment would be done on March 5th and the repairs on March 17th, 2014. [redacted] called you back later on February 28th to let you know there was an opening on March 10th and moved the repairs from Mach 17th to the 10th.
To Whom it may Concern,
I have conversed with those involved with this conversation and have taken statements from all. I'm not sure where the disconnect happened during the conversations, but we NEVER have sent a technician out to...
perform a one-time service for such a low price. The quoted low price is only honored when the customer agrees to an annual agreement. Regarding the way our employees are trained: Our employees are trained to be very respectful and courteous, even in situations where there integrity is being questioned. I'm sorry that the customer felt differently. We sent a technician all the way out to a home under the impression that the would-be client wanted to commence an annual maintenance program. Again, there must have been a disconnect of some sort. Luckily, the issue was addressed before we started treating the home.
The below statements were submitted to me regarding the phone conversation with the person filing the complaint:
[redacted]’s conversation-
"On 4/15/15 [redacted] called into the office with concerns
regarding ants in her condo that she had noticed since the week prior. [redacted]
did mention that she had a baby and needed this taken care of and will do
whatever it takes. I explained to [redacted] the benefits of going on our Bi-Monthly
maintenance program as it would take care of the egg cycles throughout the
seasons. Price was quoted at $114 for the initial with a $50 discount with the
consideration of the size of her condo. I then let [redacted] know that the price
every other month would be $74 and we would service the interior and patio
area. I explained that not only would it cover for ants but for spiders,
crickets, silverfish, earwigs, etc. [redacted] did mention that she did not know
whether her landlord would pay for the services however, again, she will do
whatever it takes. [redacted] mentioned that she would pay for the initial of $64
and have her landlord pay for the rest of the services. I informed [redacted] that
my inspector would be able to stop by the following day and she said that would
work as she does work from home and can be available. I mentioned that
the tech would be bringing over the agreement for her to sign and she could
provide either cash, check or a credit card number for payment. [redacted] thanked
me for my information regarding the matter and was glad we could schedule her
soon.
Note: Not once did [redacted] ask for a one time pricing for ant
services. "
[redacted]’s conversation-
"I received a call from [redacted] who was doing an initial
treatment and asked for onetime pricing to treat the inside of a condominium. I
gave [redacted] the price and hung up. A few moments later [redacted] called back and said
the customer wanted to speak to me. [redacted] got on the phone and began talking
about the pricing she was given was for a onetime service and did not involve a
contract. I went over the pricing and explained the services calmly and
professionally despite [redacted] talking over me and insisting the price she was
quoted should be honored. At no time during the conversation was I rude and
combative as there simply isn’t any reason to be. Regardless of any explanation
I gave to [redacted] she wasn’t willing to listen and only wanted her side heard.
I placed [redacted] on hold and Spoke to [redacted] about the issue.
[redacted] relayed her above statement to me and I told [redacted] I was going to have
her speak with [redacted] to go over their initial conversation about pricing. I got
back on the phone with [redacted] and explained that I would have her speak with
[redacted] to go over the pricing she was given; my reason for doing this is with
all the information customers are given when they call, I felt it would jog
[redacted]’s memory of the pricing she was given.
I listened as [redacted] attempted to speak to [redacted] but [redacted]
was argumentive and spoke over [redacted]. Seeing that the conversation wasn’t
going anywhere I took over the call and let [redacted] know that since she wasn’t
willing to listen and an understanding couldn’t be met I would have the
technician leave without performing the service. My conversation ended and I
hung up the phone.
At no point of mine or [redacted]’s conversation with [redacted] were
we rude, combative or unprofessional. "
August 20, 2015
y service. I told him he didn't pay
Re: [redacted]’s Libelous...
Review-Antac Pest Control
To whom it may concern:
I am writing to express concern about a former client who is
slandering our company across the Internet and causing our own office staff to
have fear of this man. After allowing
the customer to cancel his agreement without any early termination fees, Mr. [redacted]
continued to call and harass our office staff throughout the day. At one point,
the calls reached 23 in one hour. He was
explaining that he was going to do all he could to make sure we were wasting
time. He said at one point he didn’t want to cancel, but that he wanted to have
us send a tech out every day, but he would be sure not to be home so that we
are wasting time.
Mr. [redacted] is posting false statements on a majority of
review sites throughout the Internet, alleging that our branch manager threatened
physical violence. He emailed me just to inform me of the review that he was
posting across the Internet. His [redacted] review and comments have been removed
and he has been blocked. His review on [redacted] has been removed and he has also
been blocked on [redacted] as a contributor. [redacted] and [redacted] will be contacted as
well. On [redacted], he is alleging that our office ladies and our branch manager
threatened him. When he discovered he was blocked from
[redacted], he enlisted his wife to start writing reviews that were even more
misleading.
A Cease and Desist letter has been sent to Mr. [redacted]
regarding communication with our office and staff members due to the flood of
phone calls and threatening nature he was communicating with our office staff.
His phone calls have stopped, however his online reviews of false, and
misleading statements (LIBEL) continue. We will be contacting an attorney to
receive counsel as to how to proceed with a lawsuit for libel. This is a
deliberate attempt to destroy our reputation that we have worked very hard to
uphold.
Please see the timeline of events below:
Tuesday, 08/18/2015
01:55 PM
[redacted]
OFFICE
[ Edit ]
[redacted] called in saying he is unhappy
with the services and still has a lot of ants. I explained to him the free
callbacks he is entitled to since it is part of his agreement. I let him know
that if at any point between his regular services he's still seeing pests he
can give us a call to retreat at no additional cost. He then said no and just
wants to cancel. I told him that it will be 60% of the remaining services. He
then got extremely angry saying he will not pay that and to show him
"where the [redacted] it says that". At that point I asked him to calm
down and he said that I'm the one that needed to calm down. I told him to
call back when he's calmed down and hung up. He called back less than a
minute later and he answered and was laughing saying how we must not have
caller ID and that I answered. I told him I knew it was him and that I could
go ahead and help him. He said if we do not cancel he will post on [redacted] bad
reviews about us and have his family do the same. He said he has 2 businesses
and blah blah blah. He went on and on about the agreement and I read him the
part about the early cancellation and the part where it says if the customer
is not satisfied then we can retreat at no additional charge and that is why
I will send my service manager to take a look. He said go ahead and he will
call every day because he is on disability and has nothing better to do than
bother us for the free reservices. Let him know that by law we have to wait
10 days for the next service. He asked where it says that and I said the
product label. I tried scheduling for 8/31 and he said that doesn't work. I
then said our service manager would be happy to talk to him about his account
and he went off on how I threatened him. At that point I told him I'm going
to have to hang up since he said just claimed that I threatened him. He
called back and spoke with [redacted] and after she was done with him he
called back and I answered. He went on again about cancelling. He said I
threatened him with my service manager to discuss his attitude. I had put him
on speaker phone so [redacted] could hear how he was talking to me. He then said how
I was being childish by changing my voice and kept laughing the whole time.
[redacted] took call.
Tuesday, 08/18/2015
02:21 PM
[redacted]
OFFICE
[ Edit ]
Spoke with [redacted] after he had
spoken with [redacted] and [redacted]. [redacted] is being very difficult and wouldn't
allow [redacted] or [redacted] to schedule a call back svc. [redacted] was
argumentative and told me he didn't want to be a customer so I told him I
would cancel his acct but he would still be responsible for the cancellation
costs. [redacted] then said he would call every day demanding a svc every 10 days
until we cancel his service. [redacted] continued to interrupt anytime I spoke
with him so I told him I would need to end the conversation and hung up.
Tuesday, 08/18/2015
02:54 PM
[redacted]
OFFICE
[ Edit ]
I spoke to [redacted] about this issue and
suggested it best to cancel the service and not charge the cancellation fees.
[redacted] gave the ok. [redacted] continued to call so I answered the phone and told
him his acct is cancelled and there wouldn't be any fees. [redacted] then said he
didn't want to cancel the service and wasn't making any sense, he kept
talking about having cancer. [redacted] left a message that he had his agreement
and was going to stop by the office. In one of the phone conversations I told
[redacted] not to come by the office, he was making the office staff very
uncomfortable and they did not feel safe.
[redacted] called a couple more times, I answered and he made threats about small
claims and wanting his money back. Also mentioned he talked to his attorney,
called the police and looked me up on [redacted].
Wednesday, 08/19/2015
08:11 AM
[redacted]
OFFICE
[ Edit ]
[redacted] called in rudely asking if his
account is cancelled yet and that no one will send him a letter stating it. I
let him know that his account is inactive and he asked then if I could send
him a screenshot of that. I let him know that I can send a screenshot and
asked for an email: [redacted]. He then asked for a letter. I told him that's something
management needs to send over to him. He laughed and said right, and that [redacted]
doesn't come in until 9am. He went on how he made 18 bad reviews, is going to
the pest control board and taking us to small claims. I told him that as a
human being he has that right to do so and that we are very much aware of the
reviews. He kept saying how he's trying to start off with a new day and
doesn't get why we are being like this. Again, I told him the best thing to
do is speak to management and he said he'd rather talk to [redacted]. I told
him he's out on vacation and he said "wow, isn't that something personal
you shouldn't be sharing with me". I told him again that his account is
inactive and I will have management send him what he's asking for. He then
said he wants his $200 back for the s
$200 and he laughed again saying that the price doesn't matter and that he
still has ants. I told him AGAIN to just call back at 9am to speak to
management because this is now out of my hands and I can no longer help him.
He went off on another rant and I told him I would have to hang up now. He
said "of course you do" and laughed and said he was waiting for me
to hang up. I hung up. **
Wednesday, 08/19/2015
12:50 PM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called and asked for [redacted]. I told
him he was not available. He said he was on the other line. I told him [redacted]
wasn't in the office. He said we have yet to send him something that his
account is cancelled and has no balance. I told him its cancelled and he
doesn't owe anything. He asked me to say that to his representative. I
repeated it and told him its cancelled and there is no balance like we've
told him all day. He also said its great that [redacted] told him to cease contact
but it needs to come from a lawyer. He said by the way tell [redacted] his [redacted]
profile is nice. Hung up on him. --**
Wednesday, 08/19/2015
12:39 PM
[redacted]
ALERT
[ Edit ]
DO NOT TAKE ANY CALLS OR REQUESTS FOR
SERVICES FROM THIS CUSTOMER.
Wednesday, 08/19/2015
12:20 PM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in to say that he got the
email [redacted] sent but that is not what he wanted. He also said that it is very
nice that he sent the cease and desist email but that has to come from an
attorney not the manager of a pest control company. I let him know that I
would relay the information and have a manager call him back --**
Wednesday, 08/19/2015
11:40 AM
[redacted]
OFFICE
[ Edit ]
[redacted] has called back to back all
morning to the point where we have to ignore any private numbers. He posed as
different identities to get to talk to [redacted]. He then started harassing me
again and saying he knows he’s there. --**
Wednesday, 08/19/2015
10:39 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in again as an anonymous
phone number. He wanted to speak to [redacted]. Then went on to tell me that nobody
is helping him and he wants his money back and that he has already written
bad reviews everywhere and has contact the pest board and Revdex.com and wants his
money back. I simply said thank you [redacted]. Have a nice day. --**
Wednesday, 08/19/2015
10:26 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called again immediately harassing
me because I told him [redacted] was busy at the moment. He kept harassing me about
how I didn't ask him exactly what time. He kept saying I just want to be done
with you guys. I reminded him we have not contacted him. He of course acted
like I was a liar and he kept acting like a victim as if we were the ones
harassing him. He also asked if we were at the same address. Hung up on him.
--**
Wednesday, 08/19/2015
10:06 AM
[redacted]
CUSTOMER
[ Edit ]
Spoke with [redacted] yesterday afternoon
after he spoke with [redacted]. He immediately started going off on me and I told
him I was not the person he was speaking with previously but I would be happy
to help him. He said yeah I know and continued to be rude and started making
comments about [redacted] helping another customer in the background. I told
him she was not talking to him and that she was helping another customer. He
said yeah I know. I asked him how I could help him and he kept saying I
should know who he is. I again told him I was not the person speaking to him
previously and he kept saying I know. (okay.........). I asked again how can
I help him and he said he’s been trying to schedule an appointment and nobody
will help him, I told him I can schedule an appointment for him, and he kept
going off about random things and not making sense and I told him I would be
happy to schedule with him if he can calm down and stop yelling at me because
I cannot concentrate and look at my schedule with him yelling at me. He
continued to yell at me and be rude and sarcastic. I told him he can call
back when he calms down because I cannot get him scheduled while hes yelling
at me and refusing to answer any of my questions and refusing to accept my
help. I told him I can call the technician to ask what time he will be there
and he continued yelling at me, I offered to schedule another service, he
kept yelling. I told him I can’t help him with him yelling while I am trying
to make the situation right. --**
Wednesday, 08/19/2015
10:01 AM
[redacted]
CUSTOMER
[ Edit ]
[redacted] called in around 8 am wanting to
speak with [redacted]. I let him know that [redacted] would not be in the office until
around 9 am today. He said that I wanted a letter in writing about the
contract being cancelled not just a verbal authorization. I informed him that
the account was cancelled and that it had been deactivated. He said
"Then why am I being charged 60% of services I don't do!!" I
explained to him that there were no charges on the account and that there was
nothing owed. He then said that he wants his money back and I let him know
that I will have [redacted] give him a call when he arrives. He said fine and that
he didn't understand why he wasn't in and that this is a government facility
and he didn't understand why we were open. He then said that he will call
back at 9 when [redacted] got in. [redacted] called back at 906 wondering if [redacted] was in
the office yet. I let him know that he had not arrived yet. [redacted] was upset
and said something about bankers hours and that he wanted to speak to him as
soon as possible and that he will just be calling back. He then hung up --**
Please also read the statement from [redacted], our
branch manager:
“Mr. [redacted] was a newer customer having completed two of the
six services he signed up for with no issues or call ins complaining about the
service or any ant issues. On August 19th, Mr. [redacted] called the
office to complain he was seeing a lot of ants and wanted to cancel his
service. The office assistant Mr. [redacted] spoke to let him know he was scheduled
for service on the 19th, Mr. [redacted] was aware of that and said the technician
hadn’t shown up. The office assistant offered to call the technician but Mr.
[redacted] said no and wanted to cancel his account. The office assistant explained
the early cancellation fees and Mr. [redacted] became irate and condescending
regardless of any explanation or offer to service for the ants he was seeing.
The office assistant suggested sending the service manager to look at the ant
issue and Mr. [redacted] somehow perceived that as a threat. Because of Mr. [redacted]’s
behavior the phone call had to be ended. Mr. [redacted] proceeded to call several
times being irate and condescending regardless of who he spoke to. The manager
intervened and was treated the same way resulting in the conversation being
ended. In between Mr. [redacted]’s multiple calls to the office (23 in one hour) the
decision was made to cancel Mr. [redacted]’s agreement without any cancellation
fees. Mr. [redacted] was explained this but continued to be argumentative throughout
the whole process and then several negative reviews with false allegations to purposely harm Antac’s reputation which he said he would do.
Mr. [redacted] was already scheduled for service with an all-day
appointment the same day of his complaints and was offered a timed appointment
but he said that wouldn’t work and just wanted to cancel. No matter what was
offered or any empathy given did not appease Mr. [redacted].”
Mr. [redacted],I have looked through the notes in your account and would like to clarify that the gate we are referring to is the gate allowing access to your community not the gate to your back yard. The gate code we have on file hasn't worked when the technicians have attempted service. Of the four missed appointments, one was because the technician called in sick and the other three were because the gate code ([redacted]) on file didn't work. Repeated calls to the phone number on file (###-###-####) to obtain a working gate code have not been returned. With regards to the $40 cancellation fee, the account notes indicate you spoke with L[redacted] in September, 2014 and agreed to send the required cancellation letter. If you would've sent a signed cancellation letter with your hand written signature in September, it would've met the cancellation requirements of 30 days before your next scheduled service and there wouldn't be a fee .The scan you did send in November 2014 didn't come through on our end and we need that to close the account, otherwise your account remains open. You are correct that this whole debate should have been and could have been resolved months ago if we would have received the requested signed letter. There is no need to deliberately prolong any experience and have not turned your account over to collections. We simply need the cancellation letter along with the cancellation fee and your account will be cancelled. Thank you.[redacted]Branch ManagerAntac Pest Control