Aptive Environmental, LLC

To whom it may concern:Ms *** signed for service with our company for months of continues service and total service including Initial service and quarterly serviceWe came for her agreed upon quarterly service on 11/4/after the service she called wanting us to give her that
service for free because she was not home we agreed to use that service as a free re-service and rescheduled a her quarterly appointment with her for 12/6/At the time of service payment for said service is dueAfter this service we were not contacted by Ms *** until 2/9/when we started making efforts to collect the past due amount for her December serviceBetween 12/6/and 4/21/we sent different notifications to her email address provided, phone via voicemail and via text message, and through standard mail to her billing address providedAfter no notification of attempts to pay for the service after months her account was canceled according to her agreement and at that time the termination fee was applied to her account and sent to a collection agency on 4/27/a full days after service was provided at her address on the day that was scheduled with her.We are fully sympathetic of her medical issues throughout the 4+ month time period, and are extremely sorry for her trouble and wish for her and her family health and and smooth sailing with those things she was hospitalized with at that timeWe as a company understand that issues come up in life and that is why we try to offer so many options for resolution of past due amounts including accepting payments via check, credit card, and online billingWe also allowed days for Ms *** to make that payment for services agreed upon and rendered in December of At this time her services have been canceled through our system and she can expect no further services or contact regarding this account

First visit, Sam LWas excellent, very friendly, knowledgeable and thorough!

On Oct10:30am I reached out to the customer to get more details about the situationAfter a brief conversation we resolved the issue and came to an agreement

*** *** does not at this time owe us anything at all

Had my initial service with Aptive today, the same day that I spoke with a route manager that came through my neighborhoodBoth my interactions with the route manager, Tyrell, and the service professional, Ben, were friendly, informative and pleasantBen was patient and clearly and thoroughly answered all of my questions re: the chemicals usedI really like the process that Aptive uses and the transparency regarding what service was performed and with what chemicalsImpressive company that clearly values employing great peopleTyrell and Ben are great!

I needed a repeat service for ants Aptive set up a quick appointment My service agent arrived right on time--actually earlier then I anticipated so I wasn't quite ready with having things moved He started in the front while I did what was necessary Very quick Very personable Very willing to do what I asked and he suggested some things on his own I'm very satisfied with this service

The customer received their initial service on 8/24/as part of an ongoing pest control service plan The agreement was for a period of months and included five total services (initial and quarterly treatments) The attached agreement specifies that the first quarterly service
will be approximately to days after the initial visit On 9/20/the customer was notified via phone that our technician would be coming out to perform their first quarterly service on 9/22/ On 9/22/our technician serviced the front half of the home (the gate was locked) from 2:PM to 2:PM As agreed upon, the customer was charged $for the service the following business day On 9/23/the customer called into the office stated he did not want the service any longer and did not want to be charged for the services already rendered Because the services had already been performed the customer was charged the $95.On 11/1/the customer called the office again and stated he was not supposed to be charged the $and that someone in his home had an allergic reaction to the products used Our Customer Loyalty Specialist offered to send a copy of the service agreement so the customer could review the specifics of the agreement The customer then proceeded to make the complaint with the Revdex.com.On 11/2/the Branch Manager contacted the customer to address the complaints made to the Revdex.com The customer reiterated their dissatisfaction and asked for a refund As a token of good faith the Branch Manager agreed to provide a refund of the $for the services rendered on 9/22/ The customer was satisfied with the offering

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

After our regular service was performed in April, we still had ants, who decided to come up through the cracks in our walkwayWe called Alterra to alert them to our predicament, and true to their word, sent a professional to come and um, exterminate and further cease the adventures of these little insects*** ** was pleasant, and even humorous, as he showed me everything he did to eradicate these little insectsIt was starting to drizzle, but nevertheless, he treated the whole front yard with expertiseThis is Memorial Day and not one little ant has surfaced in the front yard...yay! Thank you *** ** for coming on a long Friday evening to help us

Complaint: ***
I am rejecting this response because:this is not the resolution I was looking forIt's extremely sad that this business will send high pressure scouts that don't detail the fine print of these contracts they have customers sign I've had a horrible experience with this company and I will never go back
Sincerely,
*** ***

To whom it may concern:This customer signed up for months of service beginning 5/29/We performed the initial service and returned for the first scheduled quarterly our employee at the time was not able to complete the quarterly so after talking to Mrs*** I agreed to send someone back
out the next day and also promised to not have that same service professional return to her home and even offered a discounted price for the mix upThe next day my service professional shows up just to be turned away at the doorAfter talking to Mr *** I arranged to set up another rescheduled quarterly with our most experienced service professionalWhen that service professional arrived for the scheduled service he was turned away as wellAfter being turned away multiple times at the door and trying to work out the service with the customer the account was canceled due to refusal to accept service, the amount that is currently due on the account is the initial discount reimbursement total that they agreed to pay if they cancel minus the discount that was originally offered after the first attempted quarterlyIn an effort to once again try and work with this customer I have made several efforts to contact them to come to a resolution after all of those efforts I have also sent an email if they would like to contact me regarding this issue they are more then welcome to call the branch office

We apologize for the delay in returning to your home for the followup serviceDuring the height of pest season, there may be a slight delay in the scheduling process to treat each of your neighborsHowever, the Service Agreement states that 'The first two treatments must be performed within
APPROXIMATELY days to break the egg cycle.' We scheduled your follow up service for July (days after the initial service)That is reasonable time frame to schedule the follow up service, following the terms set forth in the Service AgreementI have attached the document for your considerationWe would love to continue to provide high quality service, and earn the same feedback which you provided following the initial service, "STAR RATING: ______ was great today at my initial service todayhe was knowledgeable and courteous as he walked me through everything he was going to do throughout the appti hope he is my tech through my yearly services." However, should you insist on closing the account before completing all services as agreed to, then the service agreement will be in effect where you agreed to pay back the discount ($229) given on the initial serviceWe appreciate your business, have a great day!

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

As of Tuesday, January 9th, 2018, a resolution has been reached with customer *** *** through as series of emails back and forth between Aptive and himself. Apparently he did not understand that he still had more quarterly services to complete prior to fulfilling the service
agreement with Aptive. That has been explained thoroughly at this point and *** agreed to let the last quarterly stand, which was the service in question, and then he will take the final quarterly service when it is due in months. He also agreed to the charge for the service as well. Also, it was explained to him that we offer free reservices any time he needs them in between the quarters so if he has any new or continued activity, he can just reach out and we will be out at his home to make sure he is taken care of. As far as doing the garage, it was explained to him that he needs to be home for any interior service, as Aptive employees are, of course, not allowed to enter a customer's home if they are not on the property to receive them. To top off the interaction, we have given the customer a $credit toward his next service for any inconvenience this may have caused him and for the sake of offering great customer service. Aptive looks forward to servicing Mr*** for his final quarterly visit in April and will make ourselves readily available for any reservices he wishes to schedule before then. I am confident we can earn his business in the future as well if he wishes us to continue on doing providing his pest control service

On June 14th a sales representative from Aptive Environmental Arrived at the door of the customerThe Sales rep discounted our initial service from $to $and our quarterly service charge to $The discount on the initial service is based upon a 12-month agreement, the customer agreed
to these terms by signing an electronic agreementParagraph one states that the customer agreeing to a term of monthsIn paragraph two that was initialed the customer agrees that if they decided to end the terms of the agreement prior to the month they would reimburse the discount that was given on the quarterly service which would be the difference between the Original price and what was actually paidThe customer also initialed that they were aware of our Free Call Back Guarantee in paragraph stating if there are ever any pest issues that are unresolved Aptive would return to treat the home free in between services to resolve any pest issuesLater that day on June 14th sometime between 3:30-5:an Aptive service professional arrived at the customer’s home to perform the initial service for the $that was previously agreed uponPrior the service being performed the service pro went over a welcome letter restating the terms of the agreementParagraph two goes over our Call Back policy telling the customer that “If pest return between treatments, inside or outside, Aptive will gladly return and retreat your home at no additional Cost.” And to “please note that control of some pest populations several treatments may be required”The customer then initialed stating they understoodIn Paragraph of the welcome letter the customer initialed stating they understood the terms of the agreement, that it was a 12-month agreement with the initial service being $and the quarterly services being $The paragraph also states our cancelation policy that if the customer cancels before the end of the 12-month agreement the customer agrees to pay the difference between the regular treatment price of $and he discount that was givenThe Customer agreed to these terms and the service was performedOn July 12th automated phone call was made to inform the customer about our day follow up treatment to be performed on July 15th 2016, a message was left giving the details of the service time and dateOn July 15th an Aptive representative arrived on the property to perform the customers first quarterly treatmentTreatment was performed as usualOn August 15th I received a call from the customer stating that they wanted to cancel and receive a full refund of servicesI proceeded to ask what the issues wasThe customer stated that they didn’t feel the treatments were working and wanted to cancelI then explained to the customer that some pest are harder to get rid of that others and that we would gladly come back out to take care of the issue and give a free service on the home to get pest under controlThe customer refused the service and wanted to cancelI then proceeded to tell the customer of our cancellation policy that they agreed toOn August 15th the account was canceled and although we are under no obligation per our agreement we will let the customer out of the contract and not charge him his cancellation feeWe wish you the best of luck with your future services

My name is James and I am the branch manager of the Atlanta area for Aptive. I recently came across your review and was extremely disappointed to see that we did not exceed your expectations. I want you to know that my team and I work very hard to go the extra mile so let me sincerely apologize for your experience thus farFrom your feedback, it sounds like there may have been some confusion as to your service calendar, and you are correct that our customers' homes are under warranty with Aptive and FREE re-services are always available at no extra charge in between your regularly quarterly visits for any reason In regards to your concerns, we do everything in our power to eliminate any confusion by being as transparent as possible with our month agreementThis includes:1) Making our agreements one page & easy to read2) Displaying a service calendar with the months & pricing all services take place3) Bolding the copy that explains our service is just a twelve month agreement4) Having our customers initial that they read the twelve twelve month statement5) Having our customers sign & date that they've read their page agreement6) Having our customers review & sign an additional page Welcome Letter at the time of the first service which goes over everything mentioned above for a second time.This may seem like a lot, but these steps all take place to ensure the utmost transparency with each of our customers. In regards to your service, I apologize you felt your experience was mediocreWe understand that it's not if the pests return, but whenEvery property is unique and has different variables effecting pest frequency, so some properties may need more than one treatment or different products to be used during their regularly scheduled quarterly visits to diminish and control pest activityIf you felt the previous Service Technician didn't perform a thorough enough service, we'd like to get someone out their right away to rectify that and I'll personally look into what may have happenedAs mentioned previously, our customers' homes are under warranty and FREE re-services are always available at no extra charge in between your regularly quarterly visits for any reason. If you feel so inclined, please reach out to us at ((770)685-as we'd love to make things right, get you back on schedule, and clear up any confusion that may have come from your recent experienceThank you for your time and we look forward to speaking with you.Wishing you the best

Customer called in around 8:30pm on Friday night leaving a voicemail requesting to cancelOur office hours are from 9am to 5pm Monday through FridayWe received the voicemail from the customer, cancelled his service that was previously scheduled, and then called to confirm the cancellation with
the customer

On 7/25/the customer, *** ***, 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*** 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 his 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 this case, Ms*** agreed to repay the $discount she receivedIn 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***, and our service technician Chris C***, at the time of the initial service on 7/29/stating that the welcome letter had been covered and the customer understood each of the points On 11/17/Ms*** called our local office in Livermore, Ca and asked to close his account Our Customer Loyalty Specialist referred the customer to his service agreement, and reminded her that if she wanted to discontinue service we would ask for the initial discount fee she agreed to pay when he signed the 12-month agreement At that time, Ms*** said she would finish his agreement but would not like to continue service after the 12-months had ended On 11/28/the local branch manager reached out to the customer to try to resolve the concerns of the customer. The branch manager was able to reach an agreement with the customer that was satisfactory to the customer. Please see the attached Service Agreement and Welcome Letter, signed by Ms***, as evidence that our company acted in good faith in this circumstance

Hello ***,We take every effort to make sure that all of the terms of the agreement are understoodA copy of the Service Agreement was emailed to you to reviewIt documented the agreed upon pricing, calendar displaying months of service dates to occur, the pests that are covered under the Aptive warranty, and all other details related to serviceTo make sure all the information on the Agreement is understood is the very reason our Service Professionals who come to perform the initial service go through the Welcome Letter with every new customerThe welcome letter has a bullet point that clearly represents our service that you are agreeing toThe Welcome Letter was reviewed with you by BrandenIt clearly re-states the pricing of your service The initial service was discounted from $to just $plus tax and the quarterly at $plus tax. While our Sales Representatives are paid on a commission basis they do act with integrity and if they are found doing anything but termination occurs. The practices of our company are honest and everything is addressed openly before entering into our serviceBefore starting the month service plan you talk to not one person, Heath your Sales Representative, but a second, the Service ProfessionalThere is no small print, in fact, the welcome letter is all bold, straight to the point statements regarding the terms of serviceBoth of these documents were reviewed with you and signed by you acknowledging you agreed to these termsI have attached the Service Agreement and Welcome Letter again for review. Thank you,*** ***

I Talked to Mr*** today and I believe based on our conversation that Everything has been resolved