Aptive Environmental, LLC

Service Pro was TomHe informed me what he would be doing during his visit and let me know when the job was completed

This account was completely handled and closed with the customer on 7/25/at 4:PM Est.If you have any questions or concerns please call us at 412-353-7378!Thank You

Good morning Mr [redacted] my name is Gregory M [redacted] and I am the branch manager for our Northern Virginia branchI have read through your complaint you have submittedI understand your frustration with the way the sales rep had described the agreement and service you were signing up forWe 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 forIn the first paragraph of the agreement it states it is a month agreement the initial service price is $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 serviceThis 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 serviceAs a company we also offer free call backs in between your quarterly services just in case you are having any insect issuesThis 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 havingThat being said I understand your feelings in regards to your concernsWe 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 issuesAs I stated we can also come back out at anytime for free in between your quarterly services to treat your home going forwardIf 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 serviceBut I have full confidence that if you would stay with us we could take care of your insect issuesThank you for your time and feedback.Regards, Gregory M***

The service and quality of products are great and they really do a thorough job! But I have to say that Benjamin the service technician was very knowledgeable and helpful with advice to keep the pest away!

Complaint: [redacted] I am rejecting this response because: I was lied to when the sales rep explained to me how the contract was going to beHe said dollars for all four visitsI repeatedly asked him over and over if dollars was for all four visits, he kept saying yesThen I started getting charged dollars every time they came to do the serviceI did not notice the charge until the third visitThat’s when I called the company three times to cancel and they repeatedly told me that they were going to charge me $200+ to cancel Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I talked to Grant D [redacted] on August and set up the service to start on Friday, I took off from work and waited an hour over the appointment timeI called Aptive to check why the service man was not hereThe receptionist said that they have problem and decided to change the date to Monday August 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 serviceI then called Grant (their salesman) and explained the situation and told him that I call the office and canceled my serviceAfter he apologized several time He had his boss called meAfter 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 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 phoneI haven't heard from them until they wanted to charge me for the cancelationIn actuality they are the one who cancelled since they did not fulfill their obligation Sincerely, [redacted] ***

Our service provider is Tom Sand he has been to our home on occasionsHe is AWESOME! Very thorough and explains what he is doing when he is hereHe is careful around the landscaping and gets every web and wasp nest downHe pays attention to the detail of his work and knows his business

I spoke with Ms [redacted] and resolved her main concernShe has had an ongoing ant issue she feels we have not yet resolvedWhile speaking with her, we discussed her problems areas, and I made an appointment for the Service Manager to as and treat her homeWe had a very nice conversation and ended on good terms

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 mePlease mail refund to my home addressThank you Sincerely, [redacted] *** [redacted] ***

We are saddened that to hear of your dissatisfaction with our serviceWe look forward to resolving this dispute.On 6/27/16, [redacted] signed up for quarterly pest control serviceOn 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 day notice in order to cancel the account.On 8/14/at 4:09pm, we sent you notification via SMS, email, and phone call of the upcoming service scheduled for 8/15/The service was completed on 8/15/at 4:33pmI 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 callsYou did not respond until 9/20/17.On 9/20/17, you called in and spoke with the Branch ManagerYou acknowledged that you received the notifications on 8/and that you forgot to call us to cancel the account before the service was completedAs such, you agreed to pay for the 8/15/service after we completed a free reservicewhich was scheduled for 9/You then asked us to cancel all servicesWe closed out your account, after reaffirming that the balance was due for the 8/15/serviceYou agreed and ended the call.On 9/at 7:59am, you texted in to cancel the 9/free reserviceYou have not paid the service as agreed to on the 9/phone call.We have attempted to contact you numerous times over the next days to resolve the issue and collect paymentAfter 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/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 businessHave a great day!

To Whom It may Concern, My name is Trevor M [redacted] , Branch Manager for Aptive Environmental Orange County, after reviewing the account I see we have dropped the ball when the customer stated she was having ants indoor on 10/13/Our goal is to deliver WOW with every customer interaction and address issues as they appearWhen the customer called in with ants indoor protocol is to send someone out to address the issue, regarding the 7-wait period we ask customer to wait for the residual affect of the material to take affectBut in Mandy issue with ants in the kitchen we should have sent someone out immediatelyI will be removing the amount due because of this and making sure the customer has a zero balance on the accountThe account itself has already been cancelled and will be addressing issues like this with my staff to continue to grow and better ourselves Thank You Trevor M [redacted] Branch Manager

Aptive has been a great serviceOur Service Pro,Tom, was fantastic! He was very thorough and polite! Thank you!

I spoke to the customer and we resolved his problem

Regarding the service appointment in question on 8/25/2017, our GPS locator confirms that our service truck was at the home Our technician states that he did knock on the door and that no one answered the door Upon finding that the back gate was locked, the technician followed company policy and serviced the front half of the home and left a note for the office to contact the customer to finish the back half of the home As per the service agreement, we are more than willing to come back to the customer's home and service both the back half of the home and anything else the customer would like This re-service would be performed at no extra chargeOn 8/28/the branch manager reached out to the customer and provided a solution that was acceptable to the customer

To whom it may concern:Looking into [redacted] ’s account it looks to have been cancelledIt has also been removed from collections

Wednesday, December 06, 2017RE: Revdex.com Complaint [redacted] *** To Whom It May Concern, Our Customer [redacted] contracted service with Aptive on 07/27/ The original month agreement was composed of one Initial Service, and four Quarterly ServicesThis agreement along with its accompanying terms and conditions were explained to Mr [redacted] by our Route Manager Jeff B [redacted] When Mr [redacted] signed the original Service Agreement, our Route Manager Jeff B [redacted] explained our service type, service schedule, billing terms, the initial service discount and how the recurring quarterly services work He outlined on the calendar section of the Service Agreement the months in which we would be providing services and their accompanying costs In Mr***’s complaint to the Revdex.com he states that the service was never for services As per the service agreement (which will be attached) the five services are highlighted in the calendar section of the agreement showing the months we would be servicingBefore beginning the initial service, our Service Professional Kyle A***, reviewed with our customer a “Welcome to Aptive” checklist Our customers must sign and initial this Welcome Letter to verify that all the terms of the Service Agreement are understood before the service ever takes placePlease note that the Service Professional who serviced the home was not the route manager, Jeff B [redacted] , who originally enrolled the customer into our “Four Seasons Protection Plan.” Additionally this document states the service to be a one year agreementIn the “Welcome to Aptive” letter, the customer verified that the billing information was correct, and read about and understood our service scheduleDuring this time our Service Professional explained our service guarantee, our billing terms, the initial service discount, the initial service visit and future quarterly visitsAs you can see according to this customer’s Welcome Checklist, the customer has also initialed after each section, verifying that he, the customer, understood these details of Aptive’s Four Season Protection Plan This occurred on 07/28/2017, day after Mr [redacted] originally signed up for services with our Route Manager Jeff B [redacted] .To say the customer did not understand the terms of service is highly unlikely because it was explained to him on two different occasions, by two different Aptive representatives Once explained verbally, the customer then read and signed two separate forms of documentation outlining the terms of the Service Agreement in detail, as well as the charges our service plan entailsAttached are the customer’s signed Service Agreement and Welcome Checklist Upon attempting to return for services in December Mr [redacted] refused services After Mr [redacted] decided he no longer wanted/needed the services, as stipulated in Mr***’s agreement “If for any reason service is canceled prior to fulfilling the agreement, by refusing to receive or pay for service, and the initial service has been performed, the customer agrees to pay the difference between $and the discounted price of the initial treatment.” Mr [redacted] was given a substantial discount off the cost ($229.00) of our initial service; a discount wholly contingent upon completing a month agreement As per the contract Mr [redacted] was charged the difference in the discounted price of the initial services and $229.00.In regards to Mr***’s complaints to the Revdex.com Aptive states in our Welcome Letter as well as our Service Agreement that customers may see an increase in pest activity directly after we spray This is due to making harboring sites where bugs live and breed uninhabitable to them Certainly Aptive does not somehow bring bugs onto the property, though when we treat bugs are flushed out of harboring sites on the property and will be scrambling to look for habitable areas Aptive’s first treatment will result in an approximate 80% reduction of adult activity with the need to return approximately days later to take care of any surviving adults as well as target any recently hatched eggs Some pests certainly do require more time and treatments to bring under proper control Aptive stands by our warranty to return as many times as necessary to bring pest problems under proper control We would be more than happy to address any pest concerns Mr [redacted] has It appears that Mr [redacted] is due for another quarterly service this month (December) Since the completion of his last service at the end of September we have not received any communication from the customer that service was not working or that there were continued pest issues We rely on communication from our customers if they are having persistent pest issues and would hope all our customers contact us if they are not 100% satisfied with the treatments provided It appears that Mr [redacted] additionally emailed our offices detailing some financial issues which may be making it difficult for him to maintain services We are definitely sensitive to this and are willing to work with Mr [redacted] in regards to pricing and payment plans if necessary At Aptive we never want a customer issue to escalate and would love to continue to work with Mr*** If Mr [redacted] decides to discontinue services we only ask he reimburse the cost of the initial service, which we already provided, so that we do not come out under water

To whom it may concern: [redacted] signed up for service August 19, where he started a month agreementWe provided all servicesAt which time he wanted to cancel service before the year was upIf a customer cancels prior to their agreement being up there is a cancellation fee of We have already canceled the account and have remove the feeWe did not charge the cancellation fee associated with [redacted] not fulfilling The year agreement

Great Service from Keith P at Aptive He was running a bit behind schedule and kept us abreast of his timing Great communication

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 agreementI apologized for any undue stress that this might have caused

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/by phone call, text message, and emailThe balance due on your account is invoiced from the completed service on 10/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/The invoice records which products were used and the quantity usedThe invoice also states that you were not home for the service and could not have spoke with our Service Professional regarding the products usedOur 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 yearShould you elect to resume service with us, we would gladly offer a $credit towards future service