Aptive Environmental, LLC

In response to Mr***’s rejection statement, all pest agreements that were signed on an I-pad were emailed to the address that we were providedWe show his email address as ***Depending on the settings of his email account, it may have gone to a spam folder or trash folder, however it was sentWith ALL of the paper trail that I have and have submitted, there is nothing that shows anything regarding a rat problem at his homeNo notes on the agreement or the service tickets show anything regarding a rat problem for us to be aware of thatMr*** also states he complained to us regarding the rat problemWe have no notes or emails of his complaintWe respond to all customers with problems quickly so that we may take care of them efficientlyWe serviced his home on 7/13/and then we have a note days later stating that he called in and wanted to cancel his service at which time he was offered a FREE re-service which he declinedIn spite of the documentation which I provided along with the explanation of the documentation showing no notations of rats, we will choose to take the high road and in an offering of good faith, we will waive all fees to his accountIn order to show goodwill, we have already requested his A.R.M collections account to be closedThank you and have a great day! Alan B***

Per the terms of our agreement with Mr*** our company will return anytime for no extra charge between regularly scheduled visitsWe set up service on 8/for Mr*** second regular serviceAt the time of service no one was homeWe treated the exterior of the home at this time and
left a note to call back for the inside serviceOn 8/Mr*** called in for a return visit and his call was returned at am on 8/and a voicemail was left to call back to schedule an appointmentMr*** called back on 8/and spoke with a representative and set up an appointment for 8/On 8/no one was home for serviceOn 8/we called Mr*** at 1:and left a message to call back to schedule another appointmentOn 10/Mr*** disputed the charge for the 8/serviceAt no point from 8/on did Mr*** call to schedule another appointment until his next scheduled service on 11/At this point we can reinstate the account and refund the Reimbursement fee if Mr*** will finish his agreement with us for the scheduled services on the service agreementThe fee that was charged was for terminating the agreement early

I have spoken with this customer and resolved the complaint

Complaint: ***
I am rejecting this response because:I am rejecting this response because I was in fact lied to- and I do not appreciate being told "I'm sorry if you felt you were lied to." Feeling would represent a state of being- not the truth- and truth I was lied to by a representative on my own door stepThe young man stood at my door for at least minutes because I kept saying "no, I don't want to start service with you" finally after going back and forth he said "ok how about if I get your service for only
$quarterly?" I finally said ok, because it seemed like a good dealI am not lying about what took place on my door step, and how dare you continue to dance around this factI want this issue addressedI want my question answered- Do your service reps get paid commission? Please stop dancing around this question its a simple yes or noNext when I called to cancel the service the telephone representative stated that "she had been seeing a lot of this." and that she "would never ever lie to get ahead because one day I will have to face ***" Next question, if this is true- do you knowingly employ representatives who mis-represent your company, and the charges that will be assessed after signing a contract? I believe that since you are trying to charge me for a service THAT I NEVER ASKED FOR my questions should be answered in a transparent manor.Sincerely,
*** ***

On 5/29/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 just $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 order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" (See attached) 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 Abraham C***, at the time of the initial service on 6/2/stating that the welcome letter had been covered and the customer understood each of the points The customer refused his second treatment more than once stating that he went back to his old company. Because service was refused, the account was closed and the initial discount reimbursement fee was applied, as required by the service agreement. The customer is refusing to pay the reimbursement feeWe are willing to reopen the account and complete the original agreement, or to accept the reimbursement

Aptive’s sales representative Cameron A*** met with the ***’s on 5/30/and they agreed to, and signed a year pest control agreement with Aptive EnvironmentalThis agreement was for an initial service to be done for a discounted price of $on 5/31/2017, and then more quarterly
services, with the first quarterly approximately days after the initial service, and each additional service about every daysEach quarterly service was agreed to be $eachA guarantee was given for free re-services if they continued to have pest problems with the target pests listed on the agreementOn 5/31/2017, my service professional went to their home for the initial serviceMrs*** made the claim that my service professional never even rang the doorbellBefore the service professional ever start an initial service, they are required to fill out a “welcome to Aptive’s four seasons protection plan” and then review it with the customer and have the customer initial different short statements regarding the service and then sign the documentI have this document that was signed by *** *** the day we did the initial serviceSo my service professional did indeed speak to Mr*** and Mr*** initialed and signed the documentI have attached a copy of the documentMy service professional performed the service and completed the service at 4:and at 5:46, our database system emailed out the service notification to the email address on the accountThat email also offers the customer to give a rating for the service that was doneThe customer responded with a “star rating: Excellent service” which is the best rating they can giveObviously, they were happy after the service was done(I have attached a copy of the receipt of the star rating which posts to the notes on the account automatically)If they felt the service was not done properly, per the welcome letter that was just signed, they could “have as many free re-services as necessary to treat” for any remaining pest problemsOur records do not show any re-services were requestedOn 7/4/we returned to perform the first quarterly serviceWe notified the customer the day before the serviceOur records show that our service professional was at their home from 8:am to 8:amWe do not see any signature from the customer on the service ticketThe customer signed up for our easy pay option and put a credit card on their account to charge the services to after they have been completedTheir credit card declined the charge of $on July They were emailed a notification of the declined payment on 7/7/Between 7/7/2017, we tried a total of times to contact them regarding the outstanding balance by mailed bills, emails and calls leaving voice messagesOn 10/12/2017, one of my staff members finally spoke to ***The note she left reads “I talked to *** and he stated he wanted to cancel and said he will not pay anything towards his account and to go ahead and send him to collections and join another collectors that have sent him to collections, no calls”On 11/10/a credit card transaction finally cleared on their account in the amount of Even though I feel we have done everything as outlined in the agreement, this is what I have done and am offering to this customer as an act of good faithOn 11/16/I have reversed the credit card transaction of This will take a few days to be returned to them by the banks involvedI will also waive the Initial discount reimbursement of $that they agreed to repay if they did not fulfill the agreement and cancel their accountWith this offering, they will have only paid $for all services performed Thank youAlan B***Aptive Branch Manager

On 6/6/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 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 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 Sam Aprile, at the time of the initial service on 6/8/stating that the welcome letter had been covered and the customer understood each of the points Our records indicate that the customer received their first quarterly service on 7/17/2017. Our office received a call on 7/18/from the customer stating that the service was not performed to their satisfaction. As per the agreement, we offered to send a service technician back to the home to provide a free reservice. We offer free reservices to hold up our side of the agreement and to ensure customer satisfaction. Ms*** refused our offers to come back and service the home again for free. Instead, it was asked that the account be closed. At this time our office staff explain the initial discount reimbursement feeWe received a check for $on 9/5/for what Ms*** believes the amount of the initial discount reimbursement should be. In order to satisfy the agreement, we feel there are two options1) We can reopen the account and complete the original agreement. This would allow us to remove the initial discount reimbursement. We would come out again and service the home to the customer’s satisfaction. 2) The full initial discount reimbursement of $can be paid Please see the attached service agreement

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,
*** ***

Complaint: ***
I am rejecting this response because: The service I signed up for included spraying around the second story and windows around the second storyThe technician didn't even have a ladder on his truck to perform that part of the serviceAgain I feel this is a direct and blatant violation of the contract and services outlined in it.
Sincerely,
*** ***

We tried to reach out to Mr*** on 3/6/to discus what we could do to make him happyWe at Aptive strive to deliver the best service and customer service possibleIf Mr*** would like to discontinue his service with Aptive, we will waive the early termination feeWe always want to make sure our customer are happy coming or goingIf you have any questions we can be reach at the office 262-478-7378.Thank you

To Whom it May Concern,We are sorry to hear that our customer Mrs*** had a less than satisfactory experience with Aptive At Aptive we strive to deliver WOW to all our customers and apologize if Mrs*** received anything less As of the time of this complaint to the Revdex.com Mrs
***'s account has already been processed as closed and she will not receive any further services Additionally any balances Mrs*** owed for services past her month mark have been resolved and she does not owe any further monies At Aptive we never intend for a complaint to extend beyond what we are able to resolve in house We would love to have Mrs*** as a customer if she ever decides she needs pest services in the future All of the customer's desired resolutions were met before this complaint was ever filed and we sincerely wish her the best moving forward. Best Regards,Aptive Environmental

Discussed concerned with Mr*** We were able to reach an amicable end to this issue

I have used almost different pest control companies, from big known to small independent companiesI must also note that I hardly bound myself to any contract, specifically if they try to sell me services at my door stepsBut unlike other companies, Alterra sales representative was very clean educated person and unlike other aggressive salespersons, he was very ethical business person
I was scheduled for next day service, two very respectful knowledgeable clean cut and professional technician showed up as promised right on timeThe only reason that I kept my contract with Alterra was because these two individual technician (Julio *** and Fidel) I would have cancelled the contractThey took their time and for once I experienced outstanding serviceI just hope that I get the same technicians for my house routine services
I highly recommend Alterra Pest control, they do offer outstanding service and they have built their business with highly trained technicians

To whom it may concern: I have spoke to Mrs *** over the phone and worked out a mutual agreement in resolution and I have confirmed that via email.Thank you

Our services our designed to take care of the pest around the home to a scientific formulaFirst we come out and treat for the Initial Service using a specific material that doesn't have a long lasting residualThis service is normally discounted for customers who are willing to try us out for a
yearWe come out next in roughly days to do the first quarterly service to set the barrier and kill the remaining adult pests and any pests that have hatched from their eggsThen we come out every three months after thatFor the confusion on the account because it looks like the son signed the Welcome Letter verifying everything on the account and explaining the service calendar and when we would be out and the chargesI have reversed the charged amount of back to the customers accountTim the Service Manager has left several messages trying to explain the situation and my decision on the accountWe are a fair company and would love to make sure the customer is satisfied and taken care of in all their pest needsWe do not try and mislead or have loop holes in our service and look forward to communicating with the customer with a resolution to the matterAs of now the account has been refunded and should take a couple days to get into the customers accountThank You for your timeTrevor M*** ###-###-####

Donovan showed up right on time, conversing in a professional manner, and was very pleasant.Good experience in part of being a quarterly customer

To whom it may concern:Clearly in the agreement that was provided to him at time of service it states that this service is a month agreement including total servicesIf it was a "time trial" service we would not notate in the agreement or welcome letter anything about regular quarterly prices or the need for multiple treatmentsOver and over again it states that pest control is a process and that one time treatments would be ineffectiveAs a company we do not even offer one time services because we now that depending on the several factors that it can take extended periods of time and multiple treatments to resolve the pest issuesMr *** has contracted service for an Initial service valued at $followed by quarterly services valued at $his initial service was discounted in this case down to $under the agreement he fulfills the month service agreementIn breaking that contract all that we have asked for is the difference in the quoted price and the discounted price, to pay for services performed in this case $At that time we already waived the agreed upon remaining quarterly services and the balances for said services Once again in an effort to try to provide quality service and fulfill Mr ***'s service agreement I would be willing to reinstate this agreement removing the early cancellation fee and finish the remaining agreed upon quarterly serviceIf he is interested or has questions about this proposal he can contact me at the office and we will come out as soon as possible to resume services

In this case we have contacted the customer personally and come to a mutual arrangement to handle her issues and concerns.Thank you

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:This matter has been handled to a mutual resolution with the customer in person