Aptive Environmental, LLC

After discussing the situation and our options with *** we have reached a fully customized treatment schedule that suites his unique circumstances We are very excited to continue to take care of his pest control needs in the future and look forward to continuing to earn his trust and
business over the coming years

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI must add that this service stated by company never took place and the company is doing what it was suppose to do in the first place
Sincerely,
*** ***

Hello ***, I have looked over your account and does show that you did sign a one year agreement with AptiveI do apologize about the inconvenience and I will go ahead and take care of your account with a final bill of $dollarsIf you have any questions or concerns please feel free to call the
office

Hello ***,I am sorry for any confusion regarding your service or the billingWe provide a quarterly pest control service which means every things months we provide a pest control treatment at your homeThe pricing that you agreed to with our Sales Representative Brent was $per quarterly
service ($with sales tax)Monthly billing is an option and the monthly break down would be $including sales taxAt the time of the initial service our Service Professional also reiterated pricing with you when going over the Welcome Letter to make sure the terms of service were understood. The monthly pricing breakdown is align with your expectations of what the service would costIf you would like to reinstate your account and finish out the Service Agreement that started 6/we can remove the Initial Discount Fee and carry on with the remaining three quarterly services after the balance for the service performed in July has been paidCurrently the balance has been sent to collections for bad debtWe do ask to be paid in full however if you choose to terminate your service before the terms of the month Service Agreement have been metThe initial service was discounted from $to just $($with sales tax) for agreeing to the following quarterlies under the month Service AgreementIf you wish for the account to remain closed we just ask to be reimbursed the discount given off the initial service. Please let me know if you would like to reinstate the service, settle the past due balance, and finish out the quarterly Service Agreement. Kristen M***Branch Manager

The customer signed up for general pest control on 7/7/She signed the year agreement with the discount for the initial being Typically our initial services are but the sales rep offered a lower pricing based on customer need/how many customers we have in the areaThe initial
service was completed on 7/11/At which time we went over the agreement with her again with our "Welcome to aptive four seasons protection plan"We do this in hopes of helping our customers be able to understand what they are signing up for and to set the right expectationWhen the customer signed up it was noted that she had roaches and we was to inspect to see if they are German roachesOur company charges extra for German roaches due to how fast they reproduceThis causes special treatments to be done and done more often in order to defeat the German roach issuesThis cost is detailed in the service agreement itselfI have attached a signed copy of the service agreement for validationWe tried to then service our first quarterly that happens days after the initial on 8/3/and the customer said no to the service because her issues got worse after the first treatmentWe then tried again on 8/16/and met the same resultWe spoke with her and explained that our products are repellent based that dehydrates the pests when they come in contactSo that can make the pests move around moreIt is not that we caused the roaches or brought in the roaches, it is simply that the roaches was already there and as the repellents went down into the cracks and crevasses it then pushed the roaches that was already there outThe goal is for them to come in contact with the product and then dehydrate them and kill them offThis is typically the result but sometimes with worse infestations it does take back to back re-treatments in order to get a head of the fast life cyclesThis is stated int he service agreement and welcome letter that both was signed by the customerWith us having to push the services out past the days per the customer's request, it made it even harder to take care of the issues that she facingWhen we did not hear back from the customer for almost two months after the first quarterly we could only assume that the issues had gotten better with the last treatmentThrough these two months we made several attempts to collect payment for the services through the next two monthsAll she would ever respond to was via text saying no she was not paying and was not happyShe then called in October of and left a message saying that she wanted to discontinue the serviceOur office manager reached out to her several times in hopes to take care of these issuesThe customer reached out and spoke with one of our office staff and we explained the process and that we do offer the one hundred percent free re-treatments for those customers who still have issues and even though the customer has not paid anything we would be more than happy to come out and treat every week until the roach issue was taken care ofAt that time it was also explained that she did not sign up for the German roach warranty but we would offer it free of charge for her headachesThe first re-service was scheduled on 10/5/We then tried again the following week on 10/12/and the customer could not make the appointment so it was rescheduled to 10/16/At which time we showed up and the customer sent us away because her issues did not get betterwe then tried again on 10/19/and again the customer was not able to make it so we moved it to 10/30/At which time the roach issue was treated againThat was almost days after the initial re-treatment to get a head of the life cyclesDue to not being able to treat the roaches appropriately more treatments to break up the life cycles of the German roachesMeanwhile no payment was ever made for any of the services that was renderedSo at the end of her day past due mark 11/20/she was sent to collectionsAs you can see in the attached document we made multiple attempts to collect and to set up more services and was not able to get a hold of the customer on the number that the customer providedOur goal and wish is to provide the best service possible with the most environmentally responsible products possibleAlthough, we do need the communication to make this happen in an acceptable manor for the customer.When the customer was sent to collections due to lack of payment, the reimbursement fee for the initially discounted amount was added since the agreement was terminated early by the customerThis is not as a punishment for the customer but merely for services that was rendered. Proposal for resolution: If the customer would be willing to reinstate account with us and communicate with us, I would be willing to take off the reimbursement and not charge her for the services up to this point, only charging for services moving onin turn we would continue to treat her home and with good communication we could take care of the issues that she has and keep her protected for the rest of the agreement with us and hopefully as long as she is in the homeWe have many happy customers and with communication I know that we can and will be able to help this customer with all of her general pest control needs. If the customer is not willing to communicate and work with us, I would be willing to not charge her for services rendered in hopes of trying find a mutually beneficial resolutionI do not feel we should be responsible for any funds she paid to other companies for her pest control since we did not cause the infestation and tried our best to treat for the pests in this situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company has been very kind and has completely resolved my issue I look forward to working with the company in the future
Sincerely,
*** ***

Extremely professional and courteous Very helpful, quick service

I have read the complaint and wish to offer a sincere apologyWe have appreciated this customers business and would love to be able to continue servicing their homeI see in the notes that one of my representatives did indeed speak with them on 6/16/The notes by that staff member notated the
customers issue with us having missed a couple of appointments with the customer, and said she offered to lower their price and informed them that they could skip services if they would likeShe notated that the customer agreed to thatThere must have been a miscommunication or something regarding that, but that is why we have continued to schedule services for themI do not have any other notes from my staff regarding conversations of cancellingWe have identified a problem with customers being told something by our overflow call company agents by not being clear to customers that they will relay the information to usWe have taken steps to correct this issue by hiring more in house customer service agents to handle all the calls ourselves and avoid the necessity of overflow calls at all.I am very sorry that they have felt like we have been harassing themWe do not every intend to harass anyone, but under the circumstances, I can see why they would feel that wayI called the customer trying to reach out to them so that I may personally apologize to them for this situation and let them know that I have removed all fees from the service that should not have been done so that there is no money being showed as owed on their accountI also wanted to let them know that I did cancel their account with usI left a message for a return call so that I may apologize to them in person and make sure everything is goodI will not call them again so as not to bother them any more than we already have. Thank you

We will be happy to come out in the evening for the customer or on SaturdaysWe have two separate documents explaining the terms of the agreementIf the customer does not want to continue service we will reduce the initial discount fee to half which would be $from the $that it is currentlyThe customer would also be responsible for the $charge from the first quarterly service

Mrs*** started service with Aptive Environmental 5/27/With every customer that has signed up with our service through a sales rep an e-mail of their service agreement is sent to the customerIf the customer doesn't receive a copy it is normally due to a data entry error but we are more
than willing to fix the error and get a copy to the customer Also, when the service professional comes out we go over a welcome letter(which is attached) just to make sure the customer and Aptive are on the same pageIn that welcome letter we state that we will provide 100% satisfactionWe will come back as many times as it takes to resolve any issue that our customer is seeingOn 6/10/we received a voicemail from Mrs*** stating she wish to cancel servicesWe called back and left a voicemailOn 6/13/2016, we were able to get ahold of Mrs*** and were able to discuss any issuesJessica (Customer Service Representative) talked with Mrs*** letting her know that we do indeed take care of the issues that Mrs*** was seeingWe wanted to come back out as soon as possible to take care of any issues free of chargeMrs*** didn't want us to come out and would rather cancel servicesThe called was transferred to the Branch Manager which was out of the office so he was going to call her backKyle (Branch Manager) called Mrs*** back 6/13/and left a voicemailMrs*** and Aptive had a hard time getting a hold of each other until 6/21/Kyle discussed the issues with Mrs*** and tried to resolve the any concernsMrs*** wanted to still cancel servicesAt that time there is a cancellation fee if services are cancelled before the month agreementIt is the difference in the initial price dollars and the price paid dollarsI, Kyle cancelled her services and added the charge to her accountOver a month later 7/26/Mrs*** called in asking why she was receiving a billJessica explained the agreement again at which point, Mrs *** responded she was not going to pay us anything

On 5/5/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 Joloya a discount on her 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 The customer’s home was serviced on 5/6/from 10:AM to 11:AM. Payment still has not been received for the discount price of $49. 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***, and our service technician Jeremiah S***, at the time of the initial service on 5/6/stating that the welcome letter had been covered and the customer understood each of the points Our records indicate that the customer called and set up a reservice for 5/22/2017. The technician is shown as being at the property at 4:PM and that he could only service the front half of the home because there was no access to the backyard. Our notes further indicate that the customer called in on 5/24/to cancel all services because they did not see the technician at the home. The notes say that the account was “saved” by our Customer Loyalty Specialist and the customer stated they would call again to set up another reservice. On 7/6/the customer called again to cancel services. This time the notes indicate the customer refused services altogether The account was closed and, as outlined in the service agreement, the initial discount reimbursement was applied to the account. We are willing to reopen the account and complete the original agreement. This would allow us to remove the initial discount reimbursement

Wednesday, December 20, RE: Revdex.com Complaint *** *** To Whom It May Concern, Our Customer *** *** contracted service with Aptive on 08/21/The original month agreement was composed of one Initial Service, and four Quarterly ServicesThis agreement
along with its accompanying terms and conditions were explained to Mr*** by our Route Manager Greg B***. When Mr*** signed the original Service Agreement, our Route Manager Greg B*** explained our service type, service schedule, billing terms, the initial service discount and how the recurring quarterly services work. He outlined on the calendar section of the Service Agreement the months in which we would be providing services and their accompanying costs Before beginning the initial service, our Service Professional Gabriel S***, reviewed with our customer a “Welcome to Aptive” checklist Our customers must sign and initial this Welcome Letter to verify that all the terms of the Service Agreement are understood before the service ever takes placePlease note that the Service Professional who serviced the home was not the route manager, Greg B***, who originally enrolled the customer into our “Four Seasons Protection Plan.” In the “Welcome to Aptive” letter, the customer verified that the billing information was correct, and read about and understood our service scheduleDuring this time our Service Professional explained our service guarantee, our billing terms, the initial service discount, the initial service visit and future quarterly visitsAs you can see according to this customer’s Welcome Checklist, the customer has also initialed after each section, verifying that he, the customer, understood these details of Aptive’s Four Season Protection Plan. This occurred on 08/22/2017, day after Mr*** originally signed up for services with our Route Manager Greg B*** To say the customer did not understand the terms of service is highly unlikely because it was explained to him on two different occasions, by two different Aptive representatives Once explained verbally, the customer then read and signed two separate forms of documentation outlining the terms of the Service Agreement in detail, as well as the charges our service plan entails On the original “Service Agreement” under the calendar section outlining the service schedule, the customer gave our representative, Greg B***, his credit card information and signed that he “authorize[d] Aptive to apply each charge stipulated in this agreement to my checking, savings, or credit card account as indicated:.” Attached are the customer’s signed Service Agreement and Welcome Checklist Per Mr***’s complaint with the Revdex.com he states that he was unsatisfied with the services performed on his initial service. Our service professional who performed the service, Gabriel S***, is one of our most requested Service Pros and receives positive feedback on a regular basis from our customers. Notwithstanding, our office offered to come back out and redo anything and everything because the customer stated he was dissatisfied. Mr*** refused this option and stated that he wanted the account closed After Mr*** decided he no longer wanted/needed the services, as stipulated in Mr***’s agreement “If for any reason service is canceled prior to fulfilling the agreement, by refusing to receive or pay for service, and the initial service has been performed, the customer agrees to pay the difference between $and the discounted price of the initial treatment.” Mr*** was given a substantial discount off the cost ($229.00) of our initial service; a discount wholly contingent upon completing a month agreement. This is also stated in Mr***’s “Welcome Letter” under the heading “Agreement Terms”. Mr*** was given a discount of 228.00, meaning he only paid $for his initial service, a service which is valued at $229. As a courtesy to Mr***, our customer loyalty specialist gave Mr*** a discount off of the reimbursement charge as Mr*** was claiming he was unhappy with services. Mr*** agreed to pay $150.00, a substantial reduction from the $owed, for canceling services. Mr*** stated he would dispute the charges with this credit card company, which he did. This does not negate the fact that the charges are valid and are in fact due to Aptive immediately. At Aptive we never want a issue to escalate beyond what we can resolve in house. Our Customer Loyalty Specialists have reached out to Mr*** unsuccessfully on the following dates: 11/9/17, 11/10/17, 11/15/17, 11/17/17, 11/21/without any response from our customer. Therefore as per the contract Mr*** is being charged the difference in the discounted price of the initial services minus a $coupon given to him as a courtesy by our office staff. The charges are legitimate and legally binding The charges in question were authorized and Mr*** agreed to our billing terms via legally binding documents. Best Regards, Nat H*** Branch Manager

No service was performed and no charge was made to any credit cardThe contract was never executed. Tony H***Branch MangerAptive Enviormental

Complaint: ***
I am rejecting this response because:Dear Mrdarren,Thank you for your quick responseYour customer representatives’ kind words and well-made website was one of the main reason I choose Aptive LLCUnfortunately, this is all you doYour response didn’t answer any of my complains:1- Finding and sealing holes to prevent rodents from getting into the houseIn your response you mentioned “our agreement and services do not cover the type of specialty exclusionary work, rodent proof construction, or patching of a home’s exterior and interior holes that the they are now communicating they wanted”I have a simple questionHow could you (and your website) possibly claim(s) that you “target rodents inside the home” without making sure they can’t get into the houseDon’t you think you need to at least find the ways that rodents can get into the house and ask the customers to get someone to fix it? Your technicians didn’t even look for those holes or even simply tell me that it needs to be done.You can put any clause in your agreement for your legal protection but the verbal agreement between me and your sales representative was to solve my house rodent issueYour company not only failed to do so it also put my family in even bigger danger by setting up those external bait boxesThis is clearly a misleading of customers and advertising 2-Setting up proper traps for roof ratsAs I mentioned in my complain, your technicians setup traps for mice where I had roof-rat issueThis shows either how untrained your technicians are or how little they acre about their job.3-Out bait boxesIn your response, you so proudly talk about your out-bait boxes and how you didn’t charge me for thoseThis shows how careless you are in dealing with the rodent issue and how little you know about itPutting up bait boxes without making sure the house is rodent proof is a costly and dangerous mistakeBecause rodent will be poisoned and die inside the house and this put families in danger of bacterial infection and huge cost of dead animal removal4-Spraying for insects Spiders, ants or any other insects was not an issue for me and obviously your May, June and September services didn’t do any good to prevent rodents from getting into my houseYou also implied in your response that stopping my last service and not charging me for that was a curtesyAlthough stopping you guys from harming my family especially my newborn daughter was a step toward right direction but it is definitely not enoughI insist on getting full refund plus $damages you and your company caused
Sincerely,
*** ***

We serviced serviced *** *** on 2/24/He states that the weather was a factor in the quality of the serviceWe customize the service and adjust the products for almost any weather conditionsIf a customer ever fells like the service they received was not to their standardsWe are more
than happy to come back out for a free re-serviceWe reached out to *** *** on 2/27/to discuss the service that was performedHe was informed of the procedure that was taken at time of serviceWe also said that if he ever needs anything that he can always give us a call and we will come back out for him for freeHe wanted it to be know that he would like to discontinue his service with Apitve Environmental after his service agreement is completedWe have made the proper notes to his account to make sure his request is fulfilledIf there are anymore question about this please do not hesitate to reach out to us. Thank you

I show that we have a call back set up for todayWe will be happy to come out every weeks until the issues with the pests you are having issues withAs per the agreement we discounted the first service to $from our original price of $What I can do for the customer is give a credit for $off the next quarterly service so that there first service would have been freePlease let me know how to proceed

We will refund the money requested We understand this is an misunderstanding Our communicated records show customer had spider and ant problems on original work orders Our corporate office will be sending out a check for your requested amount within the next week

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
Please cancel service without early termination fee
Sincerely,
*** ***

To whom it may concern, As it is always our goal to provide wow service with every interaction I have been in contact with Mr*** personally and resolved any issues at his home and we have come to a mutual resolution to continue to provide for his pest control needs.Thank You

We have spoken to the customer and consider this matter resolved