Aptive Environmental, LLC

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.

We have been in contact and have set up a free re-service to take care of the pest problems as pf 9/20. As for staffing I am currently under going interviews to hire more people to our inbound existing customer base. I have called and left a voicemail with my cell phone # in order to speak with the...

customer.

Hello [redacted], 
 
We would love to send out our service manager to take a look at your home to see what is going on. We are always more than willing to go out to your home whenever you are free so you can show us around and we can fix your problem. With your service agreement...

you have unlimited call backs for problems like this and we want you to use them. Looking at your account it shows that you have only used one of those free call backs that was on 8/2/2016. Please let me know a day that would work best for my service manager to be at your home to take care of any issues you may be having.

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 charge. On 8/28/2017 the branch manager reached out to the customer and provided a solution that was acceptable to the customer.

WOW The service from Sam L was excellent. He worked hard, communicated well, and was very resprctful.

Ayisha, the person who answered Alterra Pest's phone, glad-handled me and did not understand the reason for my call. I requested she have a manger call me back, but it has been 5-days and no call.

Overall, field personnel were great and office personnel were not.

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,  They have said they will pay to have my front redone if they cannot. so with that said yes I do accept. Please see the attached/
[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.
Sincerely,
[redacted]

On 6/18/2016 [redacted] signed a service agreement to be with us for a full year. He also signed a Welcome letter that goes over the agreement with him a second time. In the agreement and the welcome letter it says we have free call backs, which means we will come out to service your home anytime you...

would like for free. We offered that to [redacted] but he would not take that as an answer. Also in the agreement and welcome letter it does say if you do cancel you will be charged the difference between what you paid for your initial ($69 dollars) and what the price of the initial normally cost ($219.00). So in [redacted]'s case he would pay $150 dollars to cancel. If [redacted] would let me I would love to send out my service manager to his home to take care of any of pest issues free of charge.

I called the customer and worked out the problem.

To whom it may concern:Mr [redacted] contracted our services beginning on 7/5/207 This service including a discounted initial flushing service and 4 subsequent quarterly services equaling one year of service. In pest control it is a process and take time. There is no successful over night solutions that...

is why we include 5 total services over a 12 month period in an effort to safely and correctly reduce pest issues. Mr [redacted] received his Initial service and one of the 4 quarterly services before he decided to contact our office complaining of issues. With our services we know that on occasion it takes multiple services to gain control of the pests therefore we offer free re-services between our regularly scheduled services to better control the pest issues around a home. Because we know that depending on the pest, the time of year, the weather, the area of infestation that it may take multiple and varied efforts to gain control.When we heard of any issues with Mr [redacted] we offered these re-services but were denied the opportunity to make it right. from there moving forward we reached out to Mr [redacted] 55 subsequent times via email, phone calls, mail, and text message in an effort to make it right and take care of his issues. With these efforts we were able to actually talk to Mr [redacted] 4 times with 3 out of those 4 times ending with Mr [redacted] hanging up the phone on us. We are willing to talk to Mr [redacted], again, in another good faith effort to go above and beyond in these efforts to resolve his issues and concerns if he contacts us at 412-353-7378.

Please see response sent 1/10.

You are correct, any time after your scheduled quarterly services, you do have the warranty which covers you for free re-services. The bill was from a service performed and if you have taken care of the balance on the account please disregard the amount owed.  Please call the office tomorrow...

and ask for Brian directly and he will speak with you about the situation. 330 - 405 - 2847, we want to solve any issues between you and Aptive.

Complaint: [redacted]
I am rejecting this response because:As I submitted earlier today, I never received the Welcome Letter nor the agreement when this was first set up.  Sending it after the fact does not justify billing to cancel.The salesman flat out lied and the service tech. said he could not do what the salesman promised.  Why would I continue with this company?  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the salesman craftily misrepresented the agreement. He came to spray (actually I was not sure if they sprayed or not. I saw them sitting in the car. ) that day before bringing the contract to make it bonding. i want cancellation of the contract and waive of early termination fee  
Sincerely,
[redacted]

We certainly understand the frustration about continuing to have pests after treatment is provided.  For this reason we provide free re-services in between the regularly scheduled services.  Attached is the agreement that shows the service schedule of April, May, August, November and...

February.  The Initial was discounted for $229 down to $49 and was serviced in April.  The next scheduled was performed in May.  Per the agreement the quarterly service had a charge of $109.  Some homes never require us to come back in between the services, and some home require multiple services to get the pest problem under control.  Under the terms of the 12 month agreement it states "...the customer agrees to pay the difference between $229 and the discounted price of the initial treatment."  For this reason when Mr. [redacted] called to cancel he was first offered to have us come out and re-treat at no additional cost to him.  He refused this offer.  He was then reminded of the 12 month agreement that he signed and agreed to prior to his initial service.  I have also included the Initialed and Signed Welcome Letter and our Service Professional went over with Mr. [redacted] initialed that he understood that "If pests return between treatments, inside or outside, Aptive will gladly return and retreat your home at no additional cost.  Please note that to control some pest populations several treatments my be required."  He also initialed that he understood that "If I cancel before the twelve-month agreement is completed, I agree to pay the difference between the regular initial treatment price and the discount given.We will gladly return as many times as necessary to fulfill the agreement and perform free re-services as necessary.  However if Mr. [redacted] chooses to cancel his agreement he will be charged for the discount given for the first service.

On Friday the 15th Micheal W[redacted] went out and inspected the home to see what was going on, we are currently working with Mr. [redacted] on getting this issue resolved. We have been working on resolving this. We are currently waiting for the pressure washing company to give us the quote needed to...

proceed.

Service done was acceptable by Gregory V.

Customer had a hard time reaching us in the office to schedule a re-service. When he was finally able to reach us the service was scheduled incorrectly and the technician that was to come out to his home arrived late. We have cancelled the customers account and refunded the full amount back to the...

customer. We called and left a voicemail for the customer letting them know that the refund has taken place and will take between 7-10 days to process.

Good morning [redacted]. First off I would like to apologize for all of the numerous inconveniences you have incurred with your service so far. I will absolutely refund the quarterly service charge back onto your card since you instructed not to be serviced that day. As for the voice mails I honestly do...

not have a good answer for that as the office staff listens to voice mails every morning and returns the calls throughout the day. The only thing I could think of is when you had called that is when we were still using our third party answering service to take any overflow calls to help with the call volume load and maybe something had happened there. All the same it is still no excuse for not reaching out to you to get set up for a re-service in which you were in need of.I will be more than happy to set your quarterly service for whatever day and time you might need. In addition I will drop that quarterly service down to $50 because of lack of service you have received so far. In addition please just reach out to me directly through my personal email if you are not able to reach someone at the office and I will make sure to take care of anything you need. My email address is g.m[redacted]@goaptive.com. I look forward to hearing from you [redacted] and hopefully earning your trust and business back. Regards, Gregory M[redacted]

Attached are the files you've requested. One is the payment history the second is the original contract, please note the top paragraph of the second page that states that after the first year the contract continues on until canceled. As I reviewed the account notes I saw nothing notated that...

indicated to Cancel the account. I am sorry that it took so long to return back to you with the documentation requested. The CLS didn't realize that you were an existing customer from 2016 and were looking in the wrong files for your contract. I have now coached them as to how to identify the proper age of the account and this won't be an issue ever again.