Aptive Environmental, LLC

We regret to hear of Mr***’ dissatisfaction. It is our goal to provide excellent service at a significant value. Mr***’ hired Aptive Environtmental to perform a five-service service agreement for residential pest control on May 20th, (Aptive Service Agreement
attached). Because he agreed to this service schedule he had been given significant discounts, $to be exact, on the services that have been performed at *** *** *** *** **. Prior to performing any service at the residence, two separate Aptive representatives explained the service agreement and Mr*** signed two different documents stating his understanding and willingness to comply with the agreement (Aptive Welcome Letter attached). We do not want to scam anyone and do everything in our power to ensure that the consumer is informed about the program they are signing up for. It is our intention to continue enforcing the service agreement and its’ terms that Mr***’ agreed to Therefore, we will not be processing a refund for the $cancellation fee We will, however, kindly not require him to pay for the cost of the service that was discounted to $received on 9/26/as mentioned in the original complaint

To whom it may concern:This customer contracted service with us beginning 6/15/for months of warrantied service including initial service offered at a discounted price followed by quarterly servicesDuring the initial service our employee was performing the contracted service
around the home and during treatment while descending stair in the back of the home ended up falling due to loose bricks on the stairway leading to the doorWe pulled this employee from work mid service to attend to his injury we then had the service manager return to complete the customers service. During this employees time with light duty work after his injury which were doctors orders he left his employment with our company for other optionsOur company then returned to perform the first quarterly that was also completed and paid for as agreedAs we were sending notifications of the scheduled quarterly service we received notification from the customer that they wanted to terminate service moving forwardIn accordance with our signed agreement we terminated the service as requested and applied the Initial discount reimbursement that this customer agreed toWe are not requesting them to pay the full remaining balance of the agreement we only ask that they pay for the services providedWhen it comes to the issue of the personal matters between this customer and our former employee are not our concern as a pest control provider we followed all avenues concerning this employee and the proper care of any injuries that occurred due to poor maintenance at this customers homeIn an good faith effort to fulfill our side of the agreement and to provide quality customer service we would be more then willing to return and complete the remaining required services at this home including multiple free re-services to regain control of the pest populationThis way any remaining balance due would be for completed service and we would be able to fulfill the agreement therefore not needing to receive the full initial amount as originally agreed upon

As stated by Mr*** he signed up for service with a quarterly price of $89.00 That is the price that he was charged for his quarterly service. The state of Texas charges Sales Tax at a rate of 8.25%. Nothing about this comment is "fictitious" as claimed by Mr***. It is a fact. Mr*** also requested to cancel his account, for which he was charged $plus the Sales Tax of 8.25%. This too is a fact. A Service Manager called Mr*** to discuss his misunderstandings after his emails with the office were reviewed. Mr*** has not returned the phone call or voice mail. This is a fact. Mr***'s current balance is $which is owed for the quarterly service done on 8/4/for the amount of $plus sales tax of $= $and the Initial Discount of $and sales tax of $= $and a day late fee of $and a day late fee of $2.09. All of these statements are true and verifiable. We will not dignify Mr***'s inflammatory comments degrading our fully grown, adult sales reps as "kids"

Tom is very professional and answered all of my questions

I spoke to this customer on 6/29/and took care of his issue with the service that was performedWe settled this together in a manner in which we felt was fair both both of us. Thank youAlan B***Salt Lake Branch Manager

I would love to transfer your service to your new home that would not be a problem at allWill you be moving to somewhere in the twin cites?

On May 25th, one of our sales reps signed up a new customer by the name of *** ***. At the time of the sale our sales rep went over the agreement and what to expectHe had his initial service with us on 5/27/and at which time we went over the same agreement with out "Welcome to
Aptive season protection plan"The customer then messaged us several times saying that he was not aware of the day follow up that happens to break up the egg cyclesAlthough it is against company policies our local Branch Manager pushed his services off to accommodate Mr***His first qtly service was completed on 7/10/which was days lateHis next quarterly service was scheduled for 9/29/We notified him on 9/25/that we would be coming out to service his home on 9/29/He responded with a "Yes" confirming the appointmentOur employee showed up at 8:44am and knocked on the doorAt which time he did not get an answer so he began to treat the outsideSince the back gates was locked he treated what he could and left a note for the customer to call us for a free re-treatmentOn 10/5/Mr*** called in and said that he would like to discontinue the serviceOur office manager asked why he would like to discontinue and he said because he was upset with the services and believed that no service was completed on 9/29/At which time our office manager suggested a free re-treatment to take care of any and all things missed on the last quarterlyAt this time the customer said he was not interested and just wanted to discontinueOur office manager then explained the year agreement and the initial discount fee (IDF) that is stated in the agreement if he discontinues before the year and would rather take care of his issues and make changes to his account to avoid further miss communicationsAt this time the customer then got upset and said that he was not paying and made many threatsMr*** then called back to record the conversation and to again tell us that he is not paying for any services on 9/25/and not paying for the IDFSo our office manager cancelled the account and put on the IDF and forwarded his local branch manager about the situationAt which time the customer left a text message again saying he is not going to pay and will report us if we do not waive the feeThe local branch manager got this information on 10/06/and decided although he felt like all of this could have been corrected and taken care of if the customer would have allowed, that he would in fact waive the entire balance as a way of meeting Mr*** in the middle for a mutual beneficial resolutionSince 10/06/Mr***'s account has been discontinued and the customer's wishes has been granted. Attached you will find an excel doc that shows snip-its of Mr***'s account backing up the statement made here today

Mr*** set up a month service agreement for pest control services provided by Aptive Environmental with Route manager Wesley J*** on June 25th, 2016. The agreement was composed of one Initial Service and Quarterly services beginning approximately after the initial service.
Before performing the initial service and starting up Mr*** account with us, an Aptive Service Professional, Thomas G***, reviewed with the customer a “Welcome to Aptivfe” checklist the same day. Please note that the Service Professional is not the route manager that enrolled the customer. The customer verified the billing the billing information and service visit schedule. Our Service Professional explained the guarantee, billing terms, service discount, initial service visit, and future quarterly visits. As you can see on the Welcome Checklist, the customer has initialed and signed the letter verifying the details of Aptive’s Four Season Protection Plan. The terms of the service have been thoroughly explained on two different occasions, by two different Aptive representatives. Once explained verbally, the customer read and signed two separate forms outlining the terms of the service agreement in detail, including the associated charges and terms of the agreement. Another part of the service we offer is our free reservice system. This is also clearly outlined in our service agreement and welcome checklist. If any customer should need extra services due to continued activity or any other reason, Aptive will return at no extra charge. Mr*** had utilized his free reservices twice during the past year. One was received on 8/30/and the other on 9/16/16. After that we received no additional complaints about continued pest activity and were never contacted to schedule additional reservices. If there was still a problem, Aptive expects our customers to communicate that with us so that we can provide additional service, other than the regular seasonal maintenance services every three months. As far as pricing goes, our Service Manager, Tyler W***, agreed to drop the customer’s price on 8/25/because they had complained about continued pest problems to him as well as they had a past due balance. For the sake of doing great customer service, he reduced their quarterly price from $all the way down to $to help them out. They never had a method of payment on auto bill as well. For the second quarterly service per formed on 10/22/16, our system somehow billed them for their original price of $119. This was then to Aptive by the customer on 12/7/and lowered back down to the agreed upon price. They were given a One Time credit that day of $20, subsequently making their bill $59, if he would take care of the past due charge, as it was about to go to collections status. This also, was done for the sake of doing great customer service. Future treatments would still continue at $79. Customer updated their CC info and paid the past due balance at that time. Again, no payment method was on auto bill and was never ran without their permission. At no time was the customer ever double charged or charged anything extra on their credit card other than the agreed upon amounts. As for Aptive performing pest control during winter months, as agreed to in our service agreement, we absolutely stand by services done during this time as some of the most important seasonal treatments our customers will receive. During the cold winter months we tailor our service to target any issues inside the home, which some pests may gravitate to due to the inclement weather. Also, even more importantly, we change from spraying the exterior, which isn’t needed due to the ground being so cold, to a dust formulation of pesticide applied to cracks and crevices around the exterior of the home. These cracks and crevices can be used as entry points for various pest as well as harborages for overwintering reproductive pests. By treating them during this time of the year, there are substantially less pests inside and out of customer homes when the weather turns again in the Spring and Summer seasons. Less pests hatching out of course, leads to much happier customers throughout the year. On 3/24/17, Mr*** spoke with our office and made a payment for the balance on their account. Based on the account notes, with are placed on every account following each interaction with our customers, there were no complaints made about any of the issues he claims to be having still. Aptive is happy to resolve any continued problems with the account but it seems they would have been brought up at the time he spoke with our representative while making a payment. If there is still a pest issue, I urge Mr*** to reach out to us promptly so we can resolve it in a prompt manner. Otherwise, he is scheduled to receive his 4th and final quarterly service on April 10th and will be given plenty of notice ahead of time as well prior to receiving it. Please see the attached Service Agreement and Welcome Checklist for reviewTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***As this will be the third time I have advised Aptiva that whatever they are doing doesn't appear to be working, I do not intend to wait "twelve to eighteen months" for the problem to be resolvedI do not believe the approach being taken by them to be either timely or effective, and I certainly do not intend to continue pouring money down the drain while the condition of my yard continues to deteriorateTheir approach of using above-ground bait boxes to eliminate underground moles/voles appears to be doing nothing more than prolonging and adding to the issue
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I understand that the company has an agreement of electronic signatures that could have been placed anywhereAt the door, that wasn't the agreementThe agreement was a $initial fee and an annual fee of $It was a door-to-door promotion that the sales representative statedWe confirmed with him and asked him just to be sure that it was for the full year, and he confirmedThe agreement that is being brought and presented at our door was not the one that was emailedThat is the problem and the company has not acknowledged that factThey keep saying that we have to follow the agreement because it was signed, but the electronic signature can be placed on anythingI dont agree with paying the $cancelation fee if that was not the agreement we signedHow dishonesty can this company be? In addition, we were not allowed to speak to a manager, and my phone was blockedVery unprofessional and lack in ethicsThey charged my card without my consent, even when the bank blocked my card from them. I want my money back
Sincerely,
*** ***

I've emailed you the agreement and the welcome letter with your signatures and initials understanding that there is a reimbursement if the first months aren't completed I am sorry that the service has not been up to standards, I'd like to make this right with youI will be back in town on the
23rd of Oct and I will call you and resolve this

Brendan did an amazing job todayHe found the wasps nestTook care of the wasps and the nestHe went above and beyond when he found another nest on our deck and took care of that one too! Thank you Brendan!
Trina J

I called Mr*** and we spoke about the situation and everything has been settledHe did agree to remove the complaint because everything has been cleared up

We talked to Mr*** This morning and I believe everything has been worked out

Good morning Mrs***My name is Gregory M*** and I am the branch manager for the Northern Virginia branchI have looked into your complaint about not knowing there was the first quarterly treatment days from your initial serviceI do see that it indeed does not look like your signature or
your husbands signature on the Aptive agreementSometimes it is difficult to tell with the electronic signaturesBut I will definitely take you at your wordWe always want a 100% transparency with any of our customers who sign up for the year agreement with our companyThis is also why when we come out to do the first service we have our service pro's go over what is called the welcome letter with our customersThis is a checklist of short paragraphs stating you understand what you are agreeing toYour person info, the initial service price, the quarterly price, the fourth paragraph where it states we will be coming back out days later for your first quarterly service, the agreement length, the agreement terms and lastly that it is an outdoor service but you can request inside service at anytimeThis is the document your husband initialed and signedI have attached this document.I am sorry there was confusion in regards to the process of how the service worksI would be more than happy to push your first quarterly service out days from your initial serviceI would also be more than happy to be your point of contact for anything you need in regards to your account and service going forwardMy personal email is g.m***@goaptive.comThank you Mrs***

Dear Revdex.com,We are sorry to hear that Mr*** has not been satisfied with our response. We have reached out to him on a local level and have effectively resolved his concerns and should have an amicable close to this complaint. Best Regards,Aptive Environmental

The price that Mr*** per his complaint is $per service. The state of Texas has sales tax of 8.25%. $x 8.25% = $96.34. The statement that our representative lied to him is inaccurate inasmuch as we are charging him $89/service and applying the state mandated sales
tax. Mr*** instructed our office to cancel his account, which we did per his instruction, and in doing so applied the Initial Discount of $229, plus tax, $to his account. Our Service Manager has already called Mr*** and tried to resolve his misconception and offered to lower his quarterly price even lower that the aforementioned agreed upon amount of $89, however Mr*** has not returned our calls to resolve his misunderstandings

Nako G*** was our Service Pro this morningVery kind and answered all my questions with patients I will be requesting Nako be our full time Service Pro

We spoke to Mr*** on 07/21/17, before receiving this complaint notice. Per our conversation on 7/21/with Mr*** we believe this issue to be resolved

Ben M*** of Aptive Environmental provided excellent service today at my homeHe was on time, courteous and professionalOne of the best pest control companies I've ever used