Aptive Environmental, LLC

I am sorry to hear of this experience with one of our sales representativesThis certainly is not what we expect with the training we provide to our sales representativesIt would be very helpful if weknew who this sales representative was so that we may offer additional training and correctionA
description of the individual would be helpful in possibly identifying him.I apologize if he was overzealous and was not sensitive to your requestsI searched our database system and have not found any information regarding Mr***.If there is any information you could provide to identify him it would be greatly appreciated to make sure this kind of situation does not happen in the future. Thank you for bringing this to my attention.Alan B***Branch Manager

Complaint: ***
I am rejecting this response because:
Quite frankly, at this point, I don’t care what contract with fine prints you had us signThe verbal commitment from your sales person completely contradicts the fine printIn addition, I communicated my desire to cancel over the phonein accordance with what the sales pitch wasAt this point, I believe you are running a business with the sole intent of cheating people out of their hard earned moneyUnless you immediately revoke the payment you are asking me for, I intend to leave theRevdex.com complaint in placeIn addition, I intend on placing similar complaints and corresponding reviews about your business in all relevant consumer review sites like Yelp, Yahoo and othersThis charge needs to be cleared immediately
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I don't want there services for a call back there products do not workI think it is wrong to charge me the cancellation fee of 150.00$ for a service that was subparI spent 2hrs on my hands and knees cleaning my garage floor after I exterminated the spiders myselfIf Aptive wants to stick to there agreement that I signed that's fine but this complaint will still be on the Revdex.com
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is the only document which was given to me and as far as this document is concerned I was not told about cancellation or first service fee which is evident from my missing initialsAs Aptive itself mentioned that they had visited my house for times, I want to reiterate that I did not have any pest problem and the sole decision to switch was based on pricingBut right after first visit started the severe spider problem which Aptive was unable to fix even after followup visitsIf they still want me to pay "discounted" cancellation fee which by the way they have not charged in other complaints reported here on Revdex.com then its pure black mailing as it gets reported to collections if I disagreeOn the other hand I do not feel that its justified on Aptive's side to force their customer to pay or continue their service just coz we signed a contract but their products are unable to fix the problem they createdI'm still willing to pay $for first service but I do not want to be pressurized to pay for cancellation fee or get reported to Collections
Sincerely,
*** ***

To whom it may concern:Mr *** contracted service with us for pest control services at his home, our standard agreement is a month service plan including initial treatment followed by quarterly treatmentsWhen we started service this was explained to him over the phone prior to setting up
the serviceIn an effort to be completely upfront with our customers we sent our service professional to his home with a copy of our agreement and another document called a "Welcome letter to Aptive" At this time we explained twice the fact that we would discount his initial service price only under the agreement that he fulfill a month service plan and that in order for this service to be effective in the control of pests that it was going to take multiple treatments over that time periodAt this time Mr *** signed both documents agreeing to contract our services at his home. Pest control takes time and depending on the home, the neighborhood, the time of year, and the specific pest issues treatments may need to be more frequentWhen we Initialy come to a customers home we perform an inspection and then perform our flushing treatmentIn pest control there is nothing on the market that can kill the eggs so that initial service will flush roughly 70% of the adults pests away from the home but in order to handle the remaining pests, plus the eggs we need to return in 3-weeks for the first quarterly serviceAll of this was explained and agreed upon at the time of the initial serviceJust as Mr *** states we did make an effort to return weeks after the first service to break the egg cycle and push the remaining pest away from the homeBefore this service we notified the customer via his requested notification type which was an email on 7/13/letting him know that we would be at his home on 7/18/When we arrived for the service Mr *** refused service stating that he was still seeing bugs we explained again that that was perfectly as we were there to perform his first quarterly and break the egg cycleWe tried a second time to come out for his service an notified him via email on 7/19/for service on 7/21/When we arrived this time they said they requested to be rescheduled so they could discuss the serviceFor a third time we rescheduled the vital first quarterly service this time by email on 7/27/for service on 8/1/and by phone on 7/31/for service 8/1/At this time the customer called to cancel service completely on 8/1/2017. With this service we tried to explain the process we have to take to gain control of the pests and that there was different strategies and products we could use but that his first quarterly service was vital in breaking the egg cycle of the pests and only after that service would he see a drastic decrease in pest activityAt this time we reminded him of the signed agreement for months of service and that if he was to break the contract he would be required to pay for the services provided on that initial flushing service in full and return the discount given to him simply for the time and products used in that initial serviceHe agreed to that total and asked that his account be closed that is when we applied the amount owed to fulfill the initial service charge of $plus taxIn this case we made several good faith attempts to explain the service including multiple documents for reference, separate service professionals, and several phone calls and efforts from our office to fulfill our agreement with this customerEven after service was canceled we continued to make + attempts to resolve this account balance and the issues Mr *** was experiencingI have attached a copy of the signed agreement for reference

On 12/6/2017, the branch manager was able to speak with the customer regarding the complaint. The details of the service which we provide were clarified. We offered to send a technician back to the home to attempt to perform the service in a manner that will be satisfactory to the customer. The customer stated that he wants to think about his decision about whether or not to have our technician return to the home

*** ***, You had setup a service with Aaron H***, one of our sales representativesHe had signed you up for our service that comes with a discount and a guarantee on all the work we doYou provided your payment information in the form of a voided check to him so that we could perform
the services at your homeUpon arrival you explained to my service pro and my service manager that you thought it was a one time service and that you could try it outNo service was performed, hence nothing will be chargedWe strive to make sure our customers know everything they are signing up for, that is why we go over everything at the time of the first visitWe will not be charging you for anything and I apologize about the mis-understanding. Best Regards, Blake C***Aptive Environmental913-894-

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
I would still like the complaint to remain on file in case any other people have future problems
Sincerely,
*** ***

Aptive performed an initial service for Mr *** August 2, for spiders and ants and per the agreement we had with him Our initial service was only $for signing up for the year At that time we were not told he had roaches or otherwise he would have been charged an additional
$for them We performed follow up service as part of the 2nd service and after that was completed on the outside he then told us of the Roach problem We came out for free re-service (Meaning we didn't charge the additional $as per our service agreement for roaches) We then did one more service in November and after that he called up and told us that he wanted to cancel That's when we offered free re-services and he refused We explained the year service agreement and he told us at that time he would make a Revdex.com complaint We then waved the early termination fee and let him cancel for free since he wasn't clear with us in the beginning he had roaches We did a total of call back for free in the inside of home and two outside treatments and an initial

The customer made a duplicate complaint to which we also responded with this message:We would still love the opportunity to return to the customer's home at no extra charge and perform the service in a way that meets the customer's expectations This offer is always on the table anytime the customer would like to take advantage.The customer stated that our company is falsely advertising that our products are environmentally friendly We only use products that are 100% approved by the US EPA and the State of California We apply the products in a way that is in accordance with the label, which outlines how the products are legally allowed to be applied These products have a very low environmental impact and, therefore, are considered environmentally friendly We do not advertise that our products are "organic" or "green".If the customer would like to discuss the service that was performed or the products we use, they can contact our office and ask to speak with either our service manager or our branch manager.At this time, the customer's account is closed and they have a $balance

I sincerely apologize for the lack of courtesy and respect displayed by our sales repOur sales reps are trained to always be respectful of individuals boundariesI fully understand working long late hours and agree with your position. I will speak to the sales reps regarding this practice
If I can be of assistance in any way do not hesitate to contact me.Blake M***Branch Manager Aptive Environmental###-###-####***

Erik did a very thorough job He was very polite and made sure he addressed each and every concern I had He made sure everything that was addressed was taken care of and what to expect in the future

Customer name: *** **
Service Pro: Joshua W
I have never been disappointed by the service I have received from AlterraThe most recent pro to service my home was extremely professional and friendlyHe completed the service call efficiently and to my utmost satisfactionI often recommend Alterra to my friends and family for any pest control they may need

We are sorry for the misunderstanding between Mr *** and Aptive We have tried resolving this concern back in November when we left multiple (between emails and phone calls) messages about a past due balanceWe finally heard from Mr *** when he sent a check in 1/6/which said
"paid in full and termination of service" But at this point it was sent to collections for bad debt He finally called back 1/11/and voiced the same concern he has here on the Revdex.com platform and at that time we informed him that we were sorry and notified our collections department and waved the outstanding fees So we have waved all outstanding fees and notified collection company that debt is null and void

To whom it may concern:We have gotten in contact with this customer personally over the phone on 8/25/and have come to a mutually beneficial agreement.Thank You

After further digging into the servicing of the account the service you paid for was completed on 6/24/and you are correct even then that was too soon to have your next service completed on the 08/22/I noticed the scheduling calendar wasn't update with your last completed service and that is what caused the early scheduling you can see the original on the contract and that is where the mistake was madeI am so sorryI'll cancel out the account and call you Monday to confirm everythingAs for the total services if you look on the agreement you'll see that it list out the first service year that has them listed out

Complaint: ***
I am rejecting this response because:I personally left the gate unlocked that morningIt was also not cold that day so I have a hard time believing your employee would wear long sleeves and gloves on a warm degree dayNice try but I fully believe this picture was taken after the factWhy wasn't it presented soonerI may call the police for trespassing now as wellMy apologies on the datesI did mix them upI called on Thursday October 19th before you were closed according to your operating hoursAgain, no one answered and I received the voice mail stating the office was closed for businessI did not get a call back on Friday so I called again on Monday once I knew I wasn't getting a call backThe reason I know the scrambled voice mail is just a made up excuse is because the manager would have reacted in a way that says "Oh I am so sorry, we had a voice mail we couldn't understand, was that yours?" He did no such thing and I could 100% tell it was made up to cover up the fact they just did not call backIt still doesn't change the fact you business closed before its posted hours.As I stated before, I do not want these people on my property
Sincerely,
*** ***

Hi,Thanks you for contacting us regarding this complaint. On April 2017, Aptive Environmental a one year service agreement was started on the propertyThis agreement was for a total of five services including one Initial service and four quarterly services (Approximately every days)The
first quarterly service is completed days after the Initial serviceThe first two treatments must be performed within approximately days apart to break the egg cycle. Appointments for these services have been completed as follows.04/15/2017-Initial service complete05/16/2017-First Quarterly service complete08/04/2017-Second Quarterly service complete10/25/2017-Third Quarterly service completeThe fourth and final quarterly service is due to be completed the end of January 2017-beginning of February 2017.The customers card has only been charged for those four servicesOne charge of $and three charges of $The final charge of $would be after the final service is complete.On 06/29/11:am we were contacted via online review mentioning no improvement to the pest situation at the home and the request to cancel after the agreement was finishedOn 06/29/1:pm a phone call was placed from our office to make contact in order to discuss the persisting issues and schedule a free re-service for the home to address the pest problemsA message was left asking for a call back to schedule this service with the customer. On 10/26/our office received and email requesting the cancellation of servicesA phone call was placed to contact the customer regarding the email and to notify them there is one service left under the original agreementA message was left asking for a return phone call. Service notifications are sent to our customers before services are completed to make sure they know when we are coming outOn the following dates these notifications were sent out05/15/2017, 08/03/and 10/24/2017The notifications are sent via phone, text and emailAll notifications and be directly replied to making sure customer can contact us in many ways for convenience of the customer leading us to believe we may have incorrect contact informationThe phone number we have on file is ###-###-#### and the email address is ***.Our office number is ###-###-#### and we can be reached Monday-Friday from am-pmWe are happy to discuss any issues with the customer to make sure they are happy with the services being provided to their home.ThanksKevin B***Branch Manager

Tom, my service person, was awesome! He was thorough and detailed I had had a younger person earlier this summer and they were here and gone in minutes Tom spent nearly an hour and was gracious and helpful

Nate listened to my request & was very courteous