Aptive Environmental, LLC

Have already spoken with the customer and resolved the matter

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

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,
*** ***

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,
*** ***

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

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.

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 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.

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]

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

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.

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]

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

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.

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!

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.

Good morning Mr. [redacted] my name is Gregory M[redacted] and I am the branch manager for our Northern Virginia branch. I have read through your complaint you have submitted. I understand your frustration with the way the sales rep had described the agreement and service you were signing up for. We try to...

explain it as clearly as possible on the agreement you sign and also before the first service so there is no confusion about what you are signing up for. In the first paragraph of the agreement it states it is a 12 month agreement the initial service price is $229 and that if you had received a discount for signing up for a full year of service and wanted to cancel before the service agreement has been fulfilled you would be responsible for the discounted amount of the initial service. This is also reiterated in the welcome letter that we have our customers initial and sign when our service professional comes out for the first initial service.In regards to your complaint about still seeing insect activity after your service. As a company we also offer free call backs in between your quarterly services just in case you are having any insect issues. This means you can call us at anytime to have us come out to service your home inside and outside to help alleviate any issues you are having. That being said I understand your feelings in regards to your concerns. We would love to keep you on as a customer and come back out to treat your home and property and take care of your insect issues. As I stated we can also come back out at anytime for free in between your quarterly services to treat your home going forward. If you would still like to cancel your account I will take you at your word be willing to cancel you out with no further charges and close your account with a zero balance since you had felt the sales rep had misrepresented our agreement and service. But I have full confidence that if you would stay with us we could take care of your insect issues. Thank you for your time and feedback.Regards, Gregory M[redacted]