Aptive Environmental, LLC

Keith was very professional, knowledgable, and thorough. He took the time to answer my questions, and addressed all of my concerns. He removed the hornets nest at my front door, and cleaned it all up, leaving no trace behind. I am very happy with the service I received.

My name is [redacted] and Alterra pest control service was punctual and informative with all my questions. Jesus R. was my tech and he was super friendly, professional, and did a great job. Thumbs up.

The customer [redacted] signed up with Aptive on June 1, 2017. His next service was June 30th , 2017 and the third and most recent service was on July 3rd, 2017. The customer never once called to complain about this issue until September 11, 2017. Three services have been performed with ZERO...

contact from the customer, and 2 months passed since the last service at their property occurred. While the office attempted to contact them within these 4 months about past due balances. Giving them numerous times to talk to us about any problem about services and also take care of their past due balances at the same time. The dates the customer listed for services purchased and serviced performed are in August, a month we were never at their property. I called [redacted] two times today (10/10/2017) left a voicemail to return my call. Also if they did claim they called the office with no response, we called them numerous times with not hearing back from them. Why would a bank tell a customer Aptive alone not other companies Aptive alone has problem with fraud? We have many customers with no problems of fraud, and we as a company use Chase for our banking.

I spoke to the customer and we resolved his problem.

Complaint: [redacted]
I am rejecting this response because:  I talked to Grant D[redacted] on August 10 and set up the service to start on Friday, I took off from work and waited an hour over the appointment time. I called Aptive to check why the service man was not here. The receptionist said that they have problem and decided to change the date to Monday August 14. I told the receptionist why I was not notified before hand and why they decided to change the date without consulting me I also told her I can't keep on taking off from work for their incompetent service, For that reason I don't want to do business and asked her to cancel the service. I then called Grant (their salesman) and explained the situation and told him that I call the office and canceled my service. After he apologized several time He had his boss called me. After several apology she promised that she will personally follow up, she then persuaded me to give them a second chance and set up another appointment for August 12. I waited all morning (appointment time 9am) At 11am I call the boss and she was not answering the phone I then called the office and canceled the service and hang up the phone. I haven't heard from them until they wanted to charge me for the cancelation. In actuality they are the one who cancelled since they did not fulfill  their obligation.   
Sincerely,
[redacted]

Aptive is great. On time or early, professional, knowledgeable and courteous. Impressed again by service technician. Nako G. did a thorough job. Well done! Thank you - Steve B.

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]

Jeremy V did a great job when he sprayed our house for insects. Have not seen a single bug since we started.
Terry P

Tell us why here..We have actually been trying to contact Mr. [redacted] every time we do get them on the line he does hang up on us and fortune he has called the people names before he does that. The notes we have in the system here are he wanted to cancel his service on the 11th is the reason why we did not come out on the 12th . For the reason why nobody answered the phone nobodies in the office on Saturday so there is nobody to answer that day. For every time we try to talk to him about it and fortunately he hangs up the phone we've actually contact him several times I try calling him and emailing him so we can resolve this..

Much better than the other company we used after noticing an increase. Informative, courteous and professional, Nako G[redacted] was more than helpful and are very optimistic about this new service! Thanks Nako and Aptive.

-Brandon K[redacted] and Colleen L[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.
I have received the disputed funds into my account as promised. I thank the Revdex.com for aiding in this favorable resolution and for Aptives desire to make this dispute right and for providing a lesson learned for myself as a customer.  
Sincerely,
[redacted]

Josh, William, and Pedro from Alterra Pest control did a wonderful job. They were friendly and did an excellent job explaining the process from beginning to end. They were thorough in their eradication and even found trouble spots I was not aware of.

We are saddened to hear that you are not satisfied with our good faith offer to resolve the dispute from earlier. Please note, we maintain our good-faith offer to resolve the issue. Should you decide to accept it, we will apply a $30 credit towards future service in addition to scheduling your next...

service around your schedule when you can be sure to have your back gate unlocked. We will also apply that $130 payment towards future service.We have listened to the recorded phone call of your conversation with [redacted] on Dec 19. We did not find the unprofessional behavior you mentioned in this complaint. You were given generous amounts of time to communicate your grievances without interruption. [redacted] then responded after you finished and made efforts to resolve the problem, but were refused. The call ended with little resolution being made to resolve the first complaint.You accepted a $130 discount in exchange for a year's worth of pest control; 5 quarterly services at $119 each. On Dec 18, you were notified of your upcoming your regular quarterly service which was scheduled for Dec 21. You made it clear that you did not want us on your property again. When you refused the regular service scheduled for Dec 21, you forfeited the $130 discount given on the initial service. The recorded phone call on Dec 19 confirms that you agreed to pay the $130 on the card which you volunteered to keep on file for all charges.I have attached the Service Agreement and Welcome Letter that outline the terms of our agreement.We appreciate your business. Have a great day!

Cody was a fantastic sales professional. He wasn't pushy and didn't seem like he was reciting a sales approach. He was knowledgeable about his company's services and answered all my questions. I would recommend Aptive and anyone should feel lucky to deal with Cody!

Mr [redacted]'s account #[redacted] has been cancelled as requested.  Also, we will not attempt to contact him further.  The customer's original agreement still requires that he pay $228 as a reimbursement fee for the initial service that was provided on 6/2/2017.  That service was provided at a discounted rate of $1.  The service is usually $229.  Please again review the welcome letter and service agreement for details (See attached).

To whom it may concern,I spoke to Mr [redacted]. And we have agreed to a beneficial resolution. Thank You. If there is any questions or concerns moving forward please call me Clay A[redacted]Branch Manager412-353-7378

I today called left a voicemail with my personal cell phone wanting to resolve the miscommunication that has taken place. I have per protocol  place a pending cancel on the account and I will call again to discuss making this right.

Ben M[redacted] was amazing. After a misunderstanding about our service, he came over and throughly explain everything that was going on. He explained what needed to be done, how long it would take. He answered all our questions and put our minds at ease.

I contacted the customer and addressed her concerns with the problems that she had with our service. We were able to resolve the issues and put into place more information on her account to help avoid any more problems in the future. We are going to continue to work together. This complaint has been...

resolved with the customer.

Dear [redacted] Family, It concerns me greatly that you have had such a bad experience with us. We always strive to Deliver WOW to our customers and clearly communicate with them. I've attached the original contract for reference that your wife was emailed right after she signed up with Tyler...

Patterson at the door on June 19, 2017. Additionally, we had our Service Professional review the major points of the contract with her before starting the service with a welcome checklist. Regardless, of all this documentation I understand that you are upset with us as you verbally assaulted my office staff. I have been in customer service for years and I understand it's our job to take the verbal abuse and smile back. I apologize that my office staff didn't do that for you. I will be coaching her individually about the situation. My goal is not to force anyone into anything, it's to try to earn your business. The facts are that we are out of a lot of money. You don't understand our business model or how we function as an organization so please refrain from judging us to harshly. As managers, we have tried to reach out to you individually about the situation on 3 different occasions over the last 2 days as you had requested, but your mailbox is now full and we have had no return calls.  If you had spoken with us you would have learned that we were and still are going to show leniency for you and your wife and we will close your account and waive the fees to stop the service early. We value your opinion of us and want you to leave at least on a neutral note. If there is anything else I can do to make things right between us if you are still upset, all you have to do is to email me at r.h[redacted]@goaptive.com or call me back at my direct line at 720-660-2266. We wish you and your family well and are happy to advise you about what we've done on the property so you can maintain it on your own or with another company.  Sincerely, Robert H[redacted]Regional Operations Manager.