Aptive Environmental, LLC

Hello ***,I hope this message finds you wellI apologize I haven't responded sooner but the original message was sent incorrectly to our San Antonio branch and I'm just receiving this. After reviewing your account and email correspondance I do not see a time where you have communicated with
Aptive and not received communication in returnThe balance for the service performed 12/has already been removed from the account and effort to reschedule that for service for a better day has been made. The service agreement with Aptive is for a month period and includes total servicesYou have currently received an initial service and one quarterly in September on 9/If you wish to close the account before fulfilling the month agreement we ask to be paid in full for the initial service you received 8/The service was discounted to you from $to just $so the reimbursement fee would be in the amount of $($including sales tax).There are three remaining services left under the agreement should you choose to finish out the contractOne due currently, and then the following two in April and JulyPerhaps it would be best moving forward to communicate via telephone if you feel your needs are not being addressed via emailOur office is open Mon-Fri 9-and the number is 512-290-2847. Thank you,Kristen

Have already spoken with the customer and resolved the matter

Complaint: ***
I am rejecting this response because: This response does not address my concernsThis company uses products in a manner that is against their own safety protocolThe service resulted in toxic chemicals sprayed into the face of an infantI expect a cancellation of my contract with a refund of all monies paid and dueAptive is clearly unsafe and the technicians are improperly trainedPesticide misuse is a leading cause of children poisoningThis company appears to have little regard for human safety.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Yes, we did set up a follow up for the service and they did not show upWe are currently treating the ant issue on our own because they did not come back outMy soHas to have weekly shots because he has a life threatening allergy to antsThis is no joke for our family and we'd appreciate it if this company would please honor their serviceIf they will come out as they state they will and treat the issue and credit us $I'm willing to move forwardI'm not happy with it because they are getting away with lying and fraudulently luring us into a contract without any repercussions but for the sake of moving forward...we will once they come out and treat the ants and confirmation of the credit.
Sincerely,
*** ***

I have been in contact with the customer and we have resolved the issue. We will be continuing to provide service to their home. Thank you

To whom it may concern:On June 10, 2017 [redacted] signed up for service for a year agreeing to an initial price of 49 dollars and quarterly price of 109. The price that was discussed at the door was what the cancellation fee would be if the year was not completed. If canceled before the year is...

completed  it would be an $180 fee for the difference in the initial price paid and what it normally costs. I’ve attached a document of a welcome letter gone over by [redacted] where it clearly states the prices and if he were to cancel the cost that would be owed.

We were very pleased to have our home serviced by Nako G[redacted]. He was very thorough and professional. He explained the processes. I was concerned with scorpions and he was kind enough to go into the attic as I thought the scorpions might be coming into the house through the register. I was very pleased that he actually listened to my concerns and appeared to be willing to assist enthusiastically which is rare. He was knowledgeable about the bugs and scorpions and the different kinds of sprays. Nako G[redacted] is a keeper and I want him to service my home when schedule.

We are sorry for all the misunderstandings.  We will cancel out immediately without any early termination fees.

To whom it may concern:We have now tried contacting Mr [redacted] 4 days in a row using both numbers listed on our records in an effort to resolve any remaining concerns with this customer. These calls have all gone unanswered and none have been returned during business hours. If Mr [redacted] will kindly contact us at our office Mon-Fri during business hours we are more then confident that this issue can and will be resolved .Once again there has been multiple voicemail's and in every response to the Revdex.com for Mr [redacted] to respond to us and it still has not been accomplished. We have given more then a good faith effort to handle this account all throughout the service time and well after the account has now been canceled.

We consider this matter resolved, having dealt with the complaint directly with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be looking for ccredit of $89.00 to my checking account.I thank Revdex.com for assistance in very prompt resolution of the matter and I appreciate it very much.
Sincerely,
[redacted]

On 7/24/2017 the Branch Manager was able to reach the customer and resolve all concerns.  We are returning to the home at no cost (as agreed upon in the service agreement), to perform a reservice.  The customer was satisfied with the resolution.

Very satisfied with our pest control service from Nake G[redacted] on 10/27. Very friendly, and efficient!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

My initial service was performed by Andres in a very thorough and professional manner. I was very impressed with his attention to detail. After he finished, had all of his equipment in the truck, and completed his paperwork, we remembered that we had webs on a very high clerestory window in our entry way. He returned to his truck and returned with his telescoping brush to remove the webs. Very pleased with the service so far, and with the fact that it's 100% guaranteed.

Our  apologies for any confusion or disappointment in the service provided 5/15. We do have record of conversations and wish that the offered revisit to your home would have been accepted and at least given a try to resolve any concerns about the service performed. The charge for the service...

performed will be refunded to the card and the account has been cancelled moving forward.

Dear Mr / Mrs [redacted],We are glad to hear that you have been satisfied with the majority of our service. We look forward to reaching a satisfactory resolution so we can continue doing business together. The pest control industry is closely regulated by the state of Tennessee. Allow me to clarify...

which pests we are permitted to treat for. We are happy to treat for the GRC category - General Pest and Rodent control service, which is outlined in our service agreement. However, we are not permitted to treat for pests that fall under the WDO category - Wood Destroying Organism. The wood bees which you are referring to fall under the WDO category - Wood Destroying Organisms. We are not able to treat for that specific pest, which is why it is not included in the service agreement. The service agreement confirms that you accepted a significant discount off the initial service in exchange for a total of 5 services over the next 13 months. If the 5 services are not completed, you agreed to pay back that discount. We would love to help you keep that discount, as well as protect your home from the pests that fall under the GRC category - General Pest and Rodent.

Jesus R. Came today to do our initial service. He introduced himself and reviewed everything that he would be doing. He was very professional. I couldn't believe it when a few minutes later he was sweeping down the roof eaves which are 15 to 20 feet high. Everyone I have dealt with from Alterra has been friendly and professional. I think this is the beginning of a beautiful relationship.

We are saddened that to hear of your dissatisfaction with our service. We look forward to resolving this dispute.On 6/27/16, [redacted] signed up for quarterly pest control service. On the Service Agreement, [redacted] agreed that the service will continue on a quarter to quarter basis after...

the first year is completed. [redacted] also agreed to submit written cancellation with a 30 day notice in order to cancel the account.On 8/14/17 at 4:09pm, we sent you notification via SMS, email, and phone call of the upcoming service scheduled for 8/15/17. The service was completed on 8/15/17 at 4:33pm. I have attached a copy of the completed work order.When we did not receive payment, we attempted to contact you numerous times via email, USPS mail, SMS, and phone calls. You did not respond until 9/20/17.On 9/20/17, you called in and spoke with the Branch Manager. You acknowledged that you received the notifications on 8/14 and that you forgot to call us to cancel the account before the service was completed. As such, you agreed to pay for the 8/15/17 service after we completed a free reservice. which was scheduled for 9/25. You then asked us to cancel all services. We closed out your account, after reaffirming that the balance was due for the 8/15/17 service. You agreed and ended the call.On 9/25 at 7:59am, you texted in to cancel the 9/25 free reservice. You have not paid the service as agreed to on the 9/20 phone call.We have attempted to contact you numerous times over the next 90 days to resolve the issue and collect payment. After you did not respond, the account was placed in collections.As a good faith offer to resolve the problem, we will make the same offer that you accepted (then refused) on 9/20/17. We offer to pull the account out of collections, waive all late fees, and schedule the free reservice, if you will agree to pay for the service that was completed on 8/15/17.We appreciate your business. Have a great day!

My name is Darren and I am the branch manager of the San Diego area for Aptive.  First, thank you for bringing this matter to our attention. After a review of the feedback and documented notes, I’m extremely disappointed to see that we did not exceed the customers’ expectations.  I...

reviewed the notes on this account to familiarize myself with the situation and our notes indicate we did reach out on 8/2 and 8/7 for both services and failed to reach the customer. In addition, the GPS tracking device on our Service Professional’s truck did indicate he was at the homes on both of these days during the time frames mentioned. As stated by the individual, we did set up a free re-service for 8/7 to perform a re-service again at no cost. At this time it appears we failed to reach the customer again via phone on 8/7, and was unable to treat the area requested. It may be possible that the contact phone we have for this customer is incorrect, but I cannot confirm this at this time as I did not take the call. In regards to the additional claims, we are not an organization that tries to “scam” our customers, nor would it be advantageous for anyone to spend the time, money, and resources visiting a confirmed service on multiple occasions to unsuccessfully perform this service and simply have to return again multiple times. Aptive has performed hundreds of thousands of services over the last year. Like any organization, we are only human and we may drop the ball from time to time. It doesn’t happen often, but it can happen and we’re always willing to make it right. This may have been one of those cases where we dropped the ball. In regards to this occurrence, I can certainly understand the frustration due to this unique situation, and I’m happy to refund the price of this customer’s quarterly service.  If this customer is willing, please reach out to me personally at the office and I can set that up for you (858-530-2847). We want to make things right. Yours in Service, DarrenSan Diego Branch Manager