Aptive Environmental, LLC

Andres R did an awesome job He took the extra time to flip furnature, and explain to me what he was doing and why He came in at the very end of the day and stayed past business hours to get the job done without any complaint

Every time we have tried calling Mr*** he has not answered the phone, and we have left messages for him to return our call. We have also left him our text number and email, all forms of communications are monitored and responded to in a timely manner. Mr***' account has been
cancelled per his request. Hurricane Harvey has disrupted postal delivery affecting the Houston area. Our office did not receive mail delivery until 9/5/17. If we have not processed Mr***' check, it is because the USPS has not delivered the payment, and we accept zero responsibility for failed deliveries

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
Dear Sir or Madam: I’m sorry I did not respond to your earlier messageI am willing to accept the proposed solution by the business “We will be happy to return to the home for Mr*** for free of charge to take care of the above referenced insectsWe will provide this service for free of chargeThis is our proposed solution.” Please have the business contact me at the earliest to provide this service. Best regards, *** *** *** ***
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Hello, We reached out to Mr*** on 8/25/and left a voice mail requesting a call backMr*** reach back out to us on 8/29/Per our discussion, we were able to address the concerns he had and resolved his issue. Thank you

We apologize for not resolving the issue with the ants in your kitchenThe previous Branch Manager (Michael C***) made the offer to close account if we were not able to resolve the issueThat clearly has been the caseThrough the change in management to the new Branch Manager (Michael T***),
your account mistakenly remained openWe will honor the previous manager's offer to close the account with a $balance, due to the fact that we could not resolve the issue with antsWe sincerely hope you accept our apologyPlease accept the discount from the initial service ($170) as a token of good faith to resolve the issue

We Serviced Mr***'s home on 7/17/This service included spraying of the base of the home, Taking down wasp nests and spiderwebs in the eaves of the home, and inspecting the yard and treating accordinglyMr *** contacted us on both the 17th and 18th through emailWe called and left a
message on the 18th and again on the 26th to talk to him and if needed to schedule a free re-service for anything not done as it was supposed to

Dear Mr***, I am sorry to hear of potential scheduling issues and would hate to lose a customer over something so easily fixed We would love to come out to redo the service provided on 7/ I will have an office staff reach out to you to get this set up at a time that works
for you Our goal is to provide a WOW service and an excellent customer experience and we apologize if that did not happen in this instance We are happy to provide the requested services and hope to see you soon. Best Regards,Nat H*** Branch Manager

Hello *** ***,I am contacting you in regards to your complaint about not being satisfied because we came out to do your service when you were not homeI am sorry to hear of your frustrations regarding to not being home when we came out for your quarterly service and also that you had said you had
cancelled your service back in SeptemberI went through your account which shows us all of the interactions with our office and staffI am sorry but did not see any notes, emails, texts or phone calls requesting to cancel your service until the last text you had sent us on 1/10/that you had said you had requested to cancel back in SeptemberOn our agreement that you sign with the Sale Rep and the Welcome Letter you sign with the service professional on the initial service it states that "In the event you are not here you give permission to the Aptive professional permission to proceed with the service." I have underlined and attached both copies of the agreement and welcome letter that you had signed stating you understood this. I am sorry you felt like you needed to cancel because you were not home for the service as we do not want to lose any customer due to something we can easily fix such as thisWe can easily put a note in the system to make sure the office notifies you before we come out for your service so that we have to speak with before you give us permission to service your homeAlso if you are not home or have to leave that the service pro not service your home if you are not home. We would be more than happy to come back out and redo your quarterly service performed on 12/4/at of course no charge to you at your convenienceInside, outside whatever you might needPlease take the time to read your agreement and welcome letter attachedUnfortunately if you still feel like you are needing to cancel the cancellation process is stated in the first paragraph of the agreement and also on the 5th paragraph of the welcome letter that you have signedThank you again for reaching out to us in regards to your concerns and issues.Sincerely, Gregory M*** Branch Manager

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,
*** ***

We are upset to learn of the poor experience you received on May We would love the opportunity to make that right.We offer to make that right by sending out our Service Manager to redo the full service at no cost to youWe also offer a $credit towards future service as a token of good faith
However, our multiple attempts to resolve the issue have been turned awayWhen we could not reach you by phone, email, or text, we sent out Service Manager to your property to resolve the problemWhen you refused that service, we had no choice but to close your account and execute the agreement (attached) that was agreed toYou accepted a $off the initial service in exchange for quarterly services over the next monthsYou agreed to repay the $discount if you did not complete the service agreementYour account has been closed and you were billed the $Initial Discount Reimbursement.We would love to resolve the issue by reactivating your account, applying that $credit, and sending our Service Manager to resolve the issueI would ask that you give us the chance to make it right.If you refuse our offer to resolve the issue, then the service agreement will be in effect and the $will apply to your accountPlease let us know how you wish to proceed

Complaint: ***I am rejecting this response because: we have placed a call within hours after the first service to report no action has been taken, Initial contract or the services is clean up the web in and around house and spray, even was mention that they will climb up the roofit was clearly explained to us that they will be a person who will climb up and clear all the web.when we asked for it we were told they cannot do it and will only spray I really don't what they sprayed it could be even plain waterI have explained this one to Brooke contract was signed before anything happenedand we did have number pest,bugs during those monthsI did tell him I will talk to Manager to explain what had happened we were not allow to speak to someone or no one from office ready to cooperate. we are new to this community and did not know we just went by what has been told to usthis is scamSincerely,*** ***

On 9/16/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 Mr*** a discount on his initial service Our
initial service is typically priced at $229, but we gave him a discounted price of $with the understanding that he 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, Mr *** agreed to repay the $discount he 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 Mr ***, and our service technician Chris C***, at the time of the initial service on 9/17/stating that the welcome letter had been covered and the customer understood each of the points. The welcome letter shows that Mr*** was offered an initial price of $at the time of his initial service in an attempt to persuade him to keep the service. The customer was mistakenly charge the original $that he agreed to at the time of sale. On 10/17/Mr *** 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 him that if he wanted to discontinue service we would ask for the initial discount fee he agreed to pay when he signed the 12-month agreement At that time, Mr *** refused further services and ask to proceed with cancellation of the accountOn 2/27/the local branch manager reached out to the customer to try to resolve the concerns of the customer but was not able to get a hold of the customer. We recognize that we mistakenly charged the customer $for his initial service, when we offered to do the initial for $at the time of service. We are willing to reimburse the customer $for the initial if the customer agrees to complete the rest of his service agreementPlease see the attached Service Agreement and Welcome Letter, signed by My ***, as evidence that our company acted in good faith in this circumstance

To whom it may concern:The initial complaint that the ***'s have is that we never notified them prior to service that they would have quarterly treatments priced at $In the agreement for our service it has the price for the service listed as: Initial service $Quarterly Service
$Quarterly price is very simple to understand that there is quarters in the year therefore if we are servicing quarterly and the price is listed at $you could come to the conclusion that it is payments of $Just in case there is any confusion we also place a Service Calendar on the agreement above the listed prices that has the price for each agreed upon service under the perspective calendar monthOn the ***'s calendar it lists that there would be separate quarterly charges in August, November, February, and May.On top of that as an added service to make sure we are on the same page with all of our customers at the time of service we have a completely different person go over with the customer what we call our Welcome Letter to AptiveIn this welcome letter we have our service professional go over all aspects of the agreed upon service with our customer before any work is done just to make sure that everyone is on the same pageIn the welcome letter we explain our service, our PRICE and our policies and answer any questions that the customer may have, afterwards the customer initials and signs this document stating that they understand and agree to the service. The ***'s signed up for service on 6/30/under the agreement that we would perform total paid services (Initial service and quarterly services) as agreed upon in the contract at that timeThe agreed upon contract stated that the usual price for the Initial service for a home that size is $with the quarterly services priced at $The ***'s were offered a discount down to $on that Initial service under the agreement that they would stay with our services for the first year (months)In that agreement it stats that if they decide to cancel the service at any time for any reason in the first months that they would reimburse that Initial discount to us simply for the time and products that were used on that initial service in this case $We would love to fulfill the contract as agreed upon with the ***"s but if they do decide to discontinue the service we do not require that they pay the remainder of the contracted price, all we ask for is that initial discount to be reimbursed for the service that was already completed, as agreed upon

We again have tried to contact the customer to meet a mutually beneficial outcomeWe have since waived the fees requested as a way of showing we do care about all customer concerns and only wish that we could have had the communication with the customer in order to remedy this situation soonerWe would also like to apologize for any frustration Mr.*** may have felt in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution WHICH WAS PROVIDED BY THE BUSINESS OVER THE PHONE (to close the account without penalty and not to complete the service) is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have not been able to speak to Briani have left a message and am waiting for him to call me back
Sincerely,
*** ***

Keith did an excellent job spraying the house and removing any spiders / cobwebs Recommended and very professional

Greetings, We are very sorry and embarrassed to hear about this experienceWe do not condone this type of behavior and I would like to get this resolved immediately to ensure it does not happen againWith your address, our softwear will allow us to track down the person who was working in the
"No Soliciting” door and neighborhood and correct the situationIt is certainly not our intention to get people upset by working in that manner. Again, we sincerely apologize that we inconvenienced you and wish you the very best.Regards,

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,
*** ***

To whom it may concern"In order to provide pet and family friendly pest control solutions we have set up a month agreement using top of the line products and integrated pest management techniques But even with these advantages one must realize that pest control is a process and there has to a
partnership formed between the customer and our staffWe arrange for a month agreement because there is no such thing as a successful one or two time serviceWith this we ask for cooperation with the customer to provide the access and assistance needed to aid the pest services providedWith this being said we have gotten in contact through email with this customer and come to a mutual resolution in results to their individual concernsThank you