Aptive Environmental, LLC

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

I have attached the Service Agreement and the Welcome Letter that has the terms of the agreements. Part of our service is going above and beyond for our customer. If something was or is promised we want to make sure it is done if at all possible. If a customer is still having issues with pests, we have free unlimited free re-services in between services. We want to make sure we hold up our end of the deal. If at any point you do wish to cancel services there is an initial discount fee. It is signed for and initialed in multiple areas on the service agreement and welcome letter. It is the difference between the price 229 and what was paid for the on the initial service. Our main goal to make sure our customer's have a pest free home and are happy with our service. If they're not happy we want to do everything in our power to make them satisfied with our service.

Provided services at discount and very satisfactory.

OK first I just want to apologize for who we had a large growth in new customers and we had to experience a lot of hiring had to make sure everybody was fully trained before we can start doing services.I went through your account and we're not gonna charge the cancellation...

fee for us dropping the ball. Of course we'd still love to take care of you as a customer and hopefully in the future if you have any pest needs that you know you can just give us a call thank you and have a great day.

Dear [redacted]; We are very sorry and embarrassed to hear about this experience. We do not condone this type of behavior and I would like to get this resolved immediately to ensure it does not happen again. Would you please send me your address, city/state and the approximate day and time so...

that I might track down the individual who knocked your "No Soliciting” door and neighborhood? Our internal data base will allow us to pin point which sales rep it was, thus allowing us to follow up with the sales rep immediately.Again, we sincerely apologize that we inconvenienced you and wish you the very best. Regards, Willard W[redacted]Branch Manager

Here is breakdown of the completed services;5/18 - Initial Service6/15 - Quarterly Service9/6 - Quarterly Service9/8 - Reservice9/19 - ReserviceWe did not hear back from your from 9/19 - 11/8. We understood that the issue was under control.You called in on 11/8 to inform us of the ongoing problem...

with ants. We had scheduled for a final 'Red Flag' service to be completed on 11/10. This Red Flag service was to help us identify if the ongoing issue can be corrected or not. If this issue cannot be corrected after the Red Flag service, then we will close your account and allow you to keep the discount given on the Initial Service.  Unfortunately, you were not home when our Service Professional arrived at 11:00am to complete the Red Flag service. Our Service Professional called 30 minutes before arrival, knocked on the door / rang the doorbell, but there was no answer. We called you and left a voicemail. We tried contacting you again after until 11:17am.We would love the opportunity to identify the problem and address the pest issue. Please call our office at 615-732-2847 x1 to reschedule the missed appointment to a date and time that works best for you.However, if we are not given the opportunity to correct the problem, then we cannot guarantee the removal of the mentioned pests.We appreciate your business. Have a great day!

Thank you for the additional feedback. Once again, we apologize if there was a misunderstanding regarding the services we would provide for your specific need. In response to #1 & #3: One of many ways mice, norway rats, and roof rats find their way into a home is through open doors and windows. It can take just a split second and no more than a quarter of an inch for many rodents to sneak into a home via this common method. During the warmer months many times doors and screen are left open and rodents find themselves into a home looking for shelter and various food sources. This is why exclusionary work is not necessary for the majority of cases. With our company performing hundreds of thousands of services over the years, we’ve found that simple traps indoors, as well as baits outdoors can solve the far majority of rodent problems. This is why we offer traps and baits as a complementary service to solve rodent issues in addition to our general insect control services. In regards to the bait boxes set on your exterior, the product set inside these boxes work to keep rodents outdoors by causing dehydration, driving them outdoors to look for water sources before eventual death. This is to help keep various rodents away from the home at time of death. In response to #2: I cannot speak for what the service professional came in contact with when he set up additional mice traps in May. When those traps are set it’s due to evidence (large or small) of mice droppings which would be sufficient for setting those specific traps. Though the agreement stated to target ants, spiders, and rats, when we come in contact with additional issues many times we simply provide remedies for those additional issues with the tools we have.In response to #4: Your signed agreement had spiders, ants, and rodents highlighted as your target pests. If your request and understanding was for us to only be targeting rodents, along with additional exclusionary work if needed, I can understand the frustration with your experience. We try to be as transparent as possible with the services we provide. Based on this additional insight, we would be willing to only refund the money for our services provided for a total of $316. Sincerely,Darren R.

The first record we have of Mr [redacted] contacting us is 10/19/17. on 10/19/17 He called to cancel service due to him moving. He was told he could transfer service to his new home which he refused because he claimed we had broken the contract by not showing up for his appointment that was scheduled...

for 10/17. It is true we did not show up for that appointment. He was informed by email on 10/17 that we could not make it due to an unforeseen circumstance. He was not charged for that service which was not rendered and we wanted to reschedule that service for him. He hung up the phone when told we would not cancel out the contract without the originally agreed upon early termination fee. On 11/3/17 we talked to Mr. [redacted] again. This time he claimed that we had breached contract which is untrue. We come back out for free if anyone is still seeing pests. He hung up again after being told about the crenelation fee and told us we were harassing him. So we decided to stop wasting everyones time and cancel it out and bill him (not charge him) for the cancellation fee of $229.

Hi, Thank you for responding. We have closed your account and no future services will be provided.If you need anything else please reach out to us at our office 314-357-6378 Kevin B[redacted]

To whom it may concern:We have contacted Mr [redacted] and after discussing it with him he was never charged any over draft fee from his bank he was just unhappy that it was taken out as he had originally agreed upon in the agreement. I apologized for any undue stress that this might have caused.

BR

Bailey was responsible for the actual carrying out of spraying around the perimeter of the house and property for me. He did a great job by first explaining to me the process of what he would be doing and asking if I had any questions before he moved forward with the process. I did have a concern as we have some fruit trees and vegetables that I was concerned about and he was able to confirm that those would not be sprayed directly.

After the job was done he followed up and left me the appropriate paperwork and let me know what would be taking place during any follow up visits.

There are some inaccuracies with your complaint that we would like to clarify;- Your account is currently closed, just as your requested in writing via text message on 11/7.- You are not being charged any 'cancellation fees.' - On 10/2, we notified you of the upcoming service on 10/3 by phone...

call, text message, and email. The balance due on your account is invoiced from the completed service on 10/3. Our representative told you this on a phone call on 11/7, but you hung up mid-conversation.- I have attached the completed work order from 10/3. The invoice records which products were used and the quantity used. The invoice also states that you were not home for the service and could not have spoke with our Service Professional regarding the products used. Our Service Professionals are trained and more than willing to speak with customers regarding the service we provide.We do appreciate your business over the last year. Should you elect to resume service with us, we would gladly offer a $30 credit towards future service.

I was able to speak with Mrs. [redacted]  this afternoon and I feel we had a productive conversation with the understanding that what she experienced is not something that Aptive condones nor tolerates.  I sincerely appreciate Mrs. [redacted] for taking the time to bring this matter to my attention so I can properly deal with the individual.

Complaint: [redacted]
I am rejecting this response because: As I have mentioned to Aptive on several occasions, at the present I cannot afford to pay even their "discounted" offer of $180 because I am the only one working in my family. I need to pay essentials things such as mortgage, utilities, etc. When the young man came by the first time, I forgot his name, he pressured me so much to sign the contract, that under duress I signed and just a week later my husband was layed off. I have offered to pay the initial $49 dollars I initially paid to them as this is the only thing I can afford at the moment.
Sincerely,
[redacted]

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. Please mail refund to my home address. Thank you
Sincerely,
[redacted]

Hello,  We reached out to this customer on 2/8/2018 in regards to the issues out at their home. During this discussion, we addressed and resolved the concerns that they had. We have also scheduled another service on  3/3/2018 with the technician of their choice to follow up and make sure...

there everything is revolved. Thank you

I have called [redacted] regarding his account and cancelling services. Our goal at Aptive Environmental is to deliver WOW and make sure we are addressing any and all concerns with customers. Since we have not taken care of the ants in the home we have closed the account with no penalty for...

cancelling before the year agreement.

Greetings , We are very sorry and embarrassed to hear about this experience. We do not condone this type of behavior and I would like to get this resolved immediately to ensure it does not happen again. Would you please send me your address, city/state and the approximate day and time so that I...

might track down the individual who knocked your "No Soliciting” door and neighborhood? Our internal data base will allow us to pin point which sales rep it was, thus allowing us to follow up with the sales rep immediately.Again, we sincerely apologize that we inconvenienced you and wish you the very best. Regards, Willard W[redacted]Branch Manager--Las Vegas

A manager spoke to our customer this morning and per our understanding this issue has been resolved.

When you refused the service that was scheduled on Dec 21, you forfeited the $130 discount. Those are the terms of the Service Agreement (attached).Should you decide to follow through with the original Service Agreement, we will credit the $130 towards future services. In addition to that, we will add a $30 credit and setup each service around your schedule.We appreciate your business. Have a great day! I did not provide a written request which was stated several times throughout the call to cancel my service. I want my 130 dollars refunded as it should have never been charged. You’re the ones who said this multiple times, not me. You should go back and listen to the calls from October too. Very unprofessional. Probably the least amount of people skills I’ve ever experienced in a Manager. My gate was unlocked on the day in question. Do you really think I’d go through this much trouble if it wasn’t? You did not keep up your end of the agreement when you were to spray my entire yard. You did not do this. Your receptionist also stated you turn on your answering service 10-15 mins early each day which is another example of poor service. Don’t believe me? Go listen to that one from the day before. Your hours say you’re open till 5pm but unless you call before 4:45pm you may not get to speak to someone. Sincerely,[redacted]