Aptive Environmental, LLC

Mr [redacted] ,We are sorry for your dissatisfaction with the service that we have offered thus farWith our services at Aptive we have our initial services and then, Quarterly services The Initial treatment is a flush out treatment, we spray 1FT By 1FT around the base of your home and granulate into the yard, spot treating up to feet out from the homeThis service takes care of 70% to 80% of the pest that you're currently seeingWe come back about days later to get rid of the rest of the pests and the eggs that have hatchedWe do this by using a different product, spraying 3FT by 3FT around the base of the home and treating out into the yard with granulesWe also re-sweep the eaves as we do every time we come out for serviceSome pest take more services to control and so we do offer free unlimited re-services, to make sure that we can get the issue under controlIt can be a frustrating process, but we as a company will continue to service until we have conquered the goalPart of the process may be using different products as pests can become immune to the products we have already have usedOur main concern at Aptive to make sure the customer knows there house is under warranty at all timesWe want to make sure that there is no pests getting on the inside of the homeIf we can have our service manager come back out to service Mr [redacted] 's home, I believe that we can solve any issue Thank you,Kyle

My name is [redacted] and Alterra pest control service was punctual and informative with all my questions Jesus Rwas my tech and he was super friendly, professional, and did a great jobThumbs up

I have reviewed Mr***'s account as well as the notesNormally, we do the first service and follow up around days laterWe came back out on 8/9/and serviced the homeMr [redacted] called and wanted a refund for the service, which we honored for the issues at handIn the notes it was stated that if Mr [redacted] chose to cancel services before his year agreement was up there would be an Initial Discount FeeThat is the difference in the price the initial normally cost and what Mr [redacted] paidThe cost would be dollars

We apologize for the issueWe aim to offer quality service and would love to make this right.We are glad to hear that you were pleased with the initial service on June and saw the reduction in ant activityYou had accepted a $discount on the initial service price and agreed to a total of services over the next months in exchange for the $discount.A quarterly service was scheduled for October We notified you via phone call, text message, and email on the morning of October asking you to keep the back gate unlocked so we can service the full property on October We serviced your home on October 13, however the back gate was lockedOur Service Professional serviced what he could, then marked your invoice asking you could call the office to schedule service to complete the backyard.You claim to have called at closing time on Thursday, but the voicemail message was scrambled and we did not receive your name nor phone numberWe had no way of knowing who to call back.You called in on October to close the accountWe have reviewed the recorded phone call and would like to clearly communicate and reaffirm our desire to resolve the issueThe expectations from our service are that you will see a significant reduction in pest activityOur guarantee is that we will come back for free to take care of any ongoing pest issuesThe first time that you contacted us about ongoing pest issues was on October As an act of good faith to resolve the issue with the backyard and spiderwebs, we offer to schedule a free reservice and we also offer a $credit toward future services.However, if you refuse us the opportunity to resolve the issue and if you intend to cancel service rather than accepting our good faith offer, then your account will be charged the $discount that you accepted on June I have attached a copy of the 'Service Agreement' and the 'Welcome Letter' for your considerationBoth documents outline the terms regarding the $discount, as well as our guarantee to ensure customer satisfaction.We would much rather treat your home and help you fulfill the terms of the 'Service Agreement.' Please advise of how you wish to proceed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

On 5/4/our service professional did arrived for the scheduled 2:PM-4:PM appointment at 4:PM As the customer stated they were not able to be there at that time The service professional proceed to treat the front yard only, because there was no access to the back yard This is in keeping with our typical company policy when there is no back yard access We offer free re-services at a time when the customer is able to meet us for an appointment The offer for the us to return and service the entire home still stands The branch manager attempted to contact the customer on 7/11/2017, but had to leave a voicemail We will continue to attempt to contact the customer to get this matter resolved

To whom it may concern,I spoke to Mr [redacted] And we have agreed to a beneficial resolutionThank YouIf there is any questions or concerns moving forward please call me Clay A [redacted] Branch Manager412-353-

There appears to be a major misunderstanding regarding our services The cost of the service is for the exterior service to be serviced, however the inside is always under warranty and it is Aptive's policy to treat the interior at no additional charge The statement that we charge double for the interior is incorrect We have never, nor will we ever charge for a general interior spray We tried contacting Mr [redacted] this morning 11/to try to explain and resolve this misunderstanding

that's not suffice The only thing that would make it fair is u do the next appointment for free and credit my card the back Then I'll stay Thanks Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

BR Bailey was responsible for the actual carrying out of spraying around the perimeter of the house and property for me He did a great job by first explaining to me the process of what he would be doing and asking if I had any questions before he moved forward with the process I did have a concern as we have some fruit trees and vegetables that I was concerned about and he was able to confirm that those would not be sprayed directly After the job was done he followed up and left me the appropriate paperwork and let me know what would be taking place during any follow up visits

Complaint: [redacted] I am rejecting this response because: The attached agreement you send was not from us I do not know who [redacted] ( at [redacted] ***) is That is not us Again, the person who came to our door pushing the service did not inform us of the cancellation fee Sincerely, [redacted] ***

Josh, William, and Pedro from Alterra Pest control did a wonderful jobThey were friendly and did an excellent job explaining the process from beginning to endThey were thorough in their eradication and even found trouble spots I was not aware of

On 6/6/the customer, [redacted] , signed a 12-month service agreement that included total services The five services included one initial service and four quarterly services As part of the agreement, our company gave Ms [redacted] a discount on his initial service Our initial service is typically priced at $229, but we gave her a discounted price of $with the understanding that she would complete her 12-month agreement The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service This welcome letter highlights key points in the agreement including the length (months), price, and initial discount fee The welcome letter was signed by Ms [redacted] , and our service technician Brooke Deemer, at the time of the initial service on 6/12/stating that the welcome letter had been covered and the customer understood each of the points On 8/1/the customer called into our local office and asked to close the account early, due to her customer service experience The call was ended by the customer before our customer service representative could remind the customer of the required initial discount reimbursement Because the customer had refused service, we closed the account and applied the reimbursement fee required by the agreement On 8/8/the branch manager called the customer and was able to resolve the situation to the customers satisfaction

The refund to the account happened yesterday and like all banks it takes a couple days in order to see the funds return to the accountWe try and communicate all aspects of the sale and agreement with all customers and that is the purpose of going over a Welcome letter explaining the AgreementWith the situation at hand we want to make it right and that is why we have refunded the account and would love to continue services and show the customer we are here for our customers and don't try and get one over or mislead anyone

My initial service was performed by Andres in a very thorough and professional manner I was very impressed with his attention to detail After he finished, had all of his equipment in the truck, and completed his paperwork, we remembered that we had webs on a very high clerestory window in our entry way He returned to his truck and returned with his telescoping brush to remove the webs Very pleased with the service so far, and with the fact that it's 100% guaranteed

Cody was a fantastic sales professional He wasn't pushy and didn't seem like he was reciting a sales approach He was knowledgeable about his company's services and answered all my questions I would recommend Aptive and anyone should feel lucky to deal with Cody!

OK first I just want to apologize for who we had a large growth in new customers and we had to experience a lot of hiring had to make sure everybody was fully trained before we can start doing services.I went through your account and we're not gonna charge the cancellation fee for us dropping the ballOf course we'd still love to take care of you as a customer and hopefully in the future if you have any pest needs that you know you can just give us a call thank you and have a great day

Nako G [redacted] is very good and thorough when spraying around my house He is extremely professional and gets the job done in a timely manner

Thank you for the additional feedbackOnce again, we apologize if there was a misunderstanding regarding the services we would provide for your specific needIn response to #& #3: One of many ways mice, norway rats, and roof rats find their way into a home is through open doors and windowsIt can take just a split second and no more than a quarter of an inch for many rodents to sneak into a home via this common methodDuring the warmer months many times doors and screen are left open and rodents find themselves into a home looking for shelter and various food sourcesThis is why exclusionary work is not necessary for the majority of casesWith our company performing hundreds of thousands of services over the years, we’ve found that simple traps indoors, as well as baits outdoors can solve the far majority of rodent problemsThis is why we offer traps and baits as a complementary service to solve rodent issues in addition to our general insect control servicesIn regards to the bait boxes set on your exterior, the product set inside these boxes work to keep rodents outdoors by causing dehydration, driving them outdoors to look for water sources before eventual deathThis is to help keep various rodents away from the home at time of deathIn response to #2: I cannot speak for what the service professional came in contact with when he set up additional mice traps in MayWhen those traps are set it’s due to evidence (large or small) of mice droppings which would be sufficient for setting those specific trapsThough the agreement stated to target ants, spiders, and rats, when we come in contact with additional issues many times we simply provide remedies for those additional issues with the tools we have.In response to #4: Your signed agreement had spiders, ants, and rodents highlighted as your target pestsIf your request and understanding was for us to only be targeting rodents, along with additional exclusionary work if needed, I can understand the frustration with your experienceWe try to be as transparent as possible with the services we provideBased on this additional insight, we would be willing to only refund the money for our services provided for a total of $Sincerely,Darren R

My name is Darren and I am the branch manager of the San Diego area for Aptive First, thank you for bringing this matter to our attentionAfter a review of the feedback and documented notes, I’m extremely disappointed to see that we did not exceed the customers’ expectations I reviewed the notes on this account to familiarize myself with the situation and our notes indicate we did reach out on 8/and 8/for both services and failed to reach the customerIn addition, the GPS tracking device on our Service Professional’s truck did indicate he was at the homes on both of these days during the time frames mentionedAs stated by the individual, we did set up a free re-service for 8/to perform a re-service again at no costAt this time it appears we failed to reach the customer again via phone on 8/7, and was unable to treat the area requestedIt may be possible that the contact phone we have for this customer is incorrect, but I cannot confirm this at this time as I did not take the callIn regards to the additional claims, we are not an organization that tries to “scam” our customers, nor would it be advantageous for anyone to spend the time, money, and resources visiting a confirmed service on multiple occasions to unsuccessfully perform this service and simply have to return again multiple timesAptive has performed hundreds of thousands of services over the last yearLike any organization, we are only human and we may drop the ball from time to timeIt doesn’t happen often, but it can happen and we’re always willing to make it rightThis may have been one of those cases where we dropped the ballIn regards to this occurrence, I can certainly understand the frustration due to this unique situation, and I’m happy to refund the price of this customer’s quarterly service If this customer is willing, please reach out to me personally at the office and I can set that up for you (858-530-2847)We want to make things rightYours in Service, DarrenSan Diego Branch Manager