Aptive Environmental, LLC

I am sorry with your experience that has taken place. According to the service agreement it shows that the first service was free of charge. After the first service there is four Quarterly services at 119, that was signed and agreed to. We have record of [redacted] calling in a couple times, at which we...

explained the service to her and thought we had resolved any concerns.  We are willing to work with you in a payment plan to pay for the services. As of now your account is active and has a balance of 94.79 for the last Quarterly service. If you do wish to cancel before the 12 month agreement, that was signed for it would be an additonal $229. Like I said before, We are willing to work something out and continue to keep your home pest free.

After reviewing your response, we searched our records again and still have no record of receiving these documents.   There remain several details that would need to be clarified before this matter could ultimately be placed to rest.  Generally, written notice is required through certified mail to establish cancellation within the three business day cool off period.  Since the letter from [redacted]'s lawyer was supposedly sent via email, it is impossible for Aptive to know when it was sent or if it was received.  Also, it could be argued that July 5th is considered the third business day after the agreement was signed since Aptive was open for business with normal business hours on July 4th, 2016.  Nevertheless, we have kindly refunded the $170.00 charged to the MasterCard ending in xxxx [redacted]  on October 4th, 2016.

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.

To whom is may concern:With every Service Agreement that is filled out with a Sales Rep, a Welcome Letter is gone over with the customer by the Service Professional. That is two different people to resolved any concerns. [redacted] has signed both of the agreement and welcome letter. He is the one that put the card on file on the account which is attached to the Service agreement. He is responsible for the account and fulfilling the agreement and/or paying any fees.  The card information that was on file has been deleted by our system, if [redacted] would like to call in and put his card on file he may do so.

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]

Attached is the solicitor permit for the individual that set up the account with Mrs. [redacted]. I would like to note that door to door solicitation is protected under the constitution. Whether an individual is registered with a certain municipality they are soliciting in or not, does not constitute any aspect of it as "illegal" or void any agreement made between a sales representative and customer. All customers who enter into an agreement are given a 72 hour grace period to back out of the agreement without any stipulations or penalty, even if the service had been performed.I would also like to reiterate that if there were any misunderstanding, or for the sake of argument, misrepresentation, with the representative that set the account up on the first visit, we always have our Service Professional go over all of the details again with the customer before they actually perform the first service. This is the customer's opportunity to let us know that any portion of the agreement was not understood or misrepresented so as we do not find ourselves in a particular situation such as this one. The agreement had been gone over and signed for on one day with the sales rep, and then on a completely separate day, with a different person, the technician, the welcome letter was gone over, highlighting the important aspects of the agreement and service expectations, including the fact that if the customer does not fulfill their end of the agreement, the discount given must be paid back.In addition to the solicitor permit, I've attached the portion of the agreement again, and the welcome letter, both highlighting in yellow these sections in which [redacted] had signed and initialed next to.I want to be extremely clear in stating that at no time, whether it was by [redacted], or the two times that [redacted] called us, was there any address of concern in regards to the level or quality of services performed. Not at any time did [redacted] himself address any concern at all, let alone a service concern, as stated previously, the two times he called our office. Between the four calls in total by [redacted] and [redacted], had we been informed that there were any concerns as to the physical service provided, we would have welcomed the opportunity to have them addressed and we would do anything necessary to accommodate them. We have a 100% satisfaction guarantee on our service. We understand that there is no magic to pest control, and that some houses will need additional treatment or custom tailored service to meet the customer's needs or expectations. In the agreement and welcome letter, this is clearly stated. We have a no questions asked, unlimited, free reservice policy. We will come out repeatedly, at our expense, to resolve any customers concern as to our service or results.Furthermore, we had not actually sent out a technician to Mrs. [redacted]'s home without her permission, even though the agreement itself provides this explicit right. We did in fact send out notifications that there was to be an appointment, in which she subsequently called us back to say that she needed it to be a different day and we complied to her request. Once we set up the appointment, she called the very morning of it to say that that day would not work either and rescheduled it again, again accommodating Mrs. [redacted]. The time frame of these appointments is detailed more explicity as follows:6/27/17 - A voice reminder of Mrs. [redacted]'s first Quarterly was sent out for the second treatment to be performed on 6/28/176/28/17 - Mrs. [redacted] calls us to state she does not like working with a company that "just shows up without notification." We have no problem rescheduling her for 7/3/17 per her request.6/30/17 - A voice reminder confirming the appointment on 7/3/17 was sent out.7/3/17 - Mrs. [redacted] calls to inform us that something came up and 7/3/17 actually will not work for them to be serviced and asks for the morning of 7/7/17 instead.7/6/17 - A text message was sent out confirming the appointment on 7/7/17.7/7/17 - At 12:52, the technician scheduled to service Mrs. [redacted]'s home called ahead to let her know he was on the way. Mrs. [redacted] turned the technician away, over the phone, because she needed a morning appointment and would be rescheduling.7/13/17 - In not receiving a call back from Mrs. [redacted] to reschedule, we sent out another notification the the second service is due and we would be coming out to her home. This is the point in which [redacted] makes his first call to us and asks to close the account and never call him again.Charging any customer the discount for terminating the agreement early is never a positive outcome for the customer, or ourselves. We never have a problem working with a customer when they have special requests or need additional services. Each time Mrs. [redacted] had a special request, we accommodated. If there were further concerns, or additional tailoring that needed to happen to make Mrs. [redacted], or Mr. [redacted] satisfied, we would have happily complied. In Mr. [redacted]'s phone calls to us, it is clear that there was no interest in addressing concerns or coming to a resolution, which tied our hands and limited our actions to only one choice, charging the account for the early termination.I would still very much appreciate an opportunity to make good on my word of wanting to come to a reasonable resolution with Mr. [redacted] and Mrs. [redacted]. It is not a problem at all to reinstate the account, have any reservices that they feel are necessary to happen to get their pest situation back under control, at our expense, and then get them back on the Quarterly cycle. As we had demonstrated up to this point, we would of course continue to always notify them before we come out to service the home and give them the opportunity to reschedule if it does not work for them.

We have made numerous good-faith efforts to resolve your concerns. Each time we have agreed to a resolution, you have failed to uphold your end of the deal;- On 7/17, you first notified us that you were not satisfied with our service. We reimbursed $49 back to your credit card and set up a free reservice on 7/24 to treat the inside. You agreed that this was a satisfactory resolution. Instead of following through with the service, you were not home for the appointment. Our Service Professional treated the outside of your home, but could not treat the inside. You kept the $49 reimbursement, skipped our appointment, then elected to go with another company. Furthermore, you failed to notify us that you canceled with us for 4 months. - You texted us to notify us of your intent to cancel on 11/2. You complained that we didn't treat the inside of your home, which we could not access because you missed the appointment. We offered to setup another free appointment, you did not respond.- You called in to resolve the issue on 11/20. We agreed to a new resolution, where you would keep the $49 and you agreed to pay back the $180 discount. Instead of following through with those terms, you continue to dispute with online forums and have not paid the $180.- The picture that you provided is of the same gate that the Service Professional took a picture of. Same 4x4 brace, same latch mechanism, same fencing. The darker texture from the Service Professional's picture is simply from the rain from the night before. It's the same property. Our GPS records confirm that our Service Professional was onsite, performing each service as scheduled.- As the Branch Manager told you over the phone, the $180 is not an additional fee. On 5/18, you had accepted a $180 discount on the initial service in exchange for 5 services over the next year. When you decided to close your account without completing all 5 services and go with another company, you agreed to pay back the $180 discount. Those are the terms on the written agreement (attached). You re-affirmed the terms when you spoke with the Branch Manager on 11/20 and agreed to pay $180.We consider this dispute resolved with the agreement made on the 11/20 phone call. If you have changed your mind and now consider this dispute still open, feel free to call in to the office again to resolve the issue.We appreciate your business. Have a great day!

We have sent out our service manager to set the proper expectations and show and prove and earn the trust and business of Mrs [redacted]. I spoke with her today and she was please with what was done. We will continue on and check up with her in 10days to make sure all issues are addressed.

Complaint: [redacted]
I am rejecting this response because:
The attached agreement you send was not from us.  I do not know who [redacted] ( at [redacted]) is.  That is not us.  Again, the person who came to our door pushing the service did not inform us of the cancellation fee.  
Sincerely,
[redacted]

Tom was very personable and listened to my requests, then performed the necessary service. He was very kind and I told him that I would request his service again on my next quarter service. Great guy!

Complaint: [redacted]
I am rejecting this response because: I do not wish to continue business with a company that is unlawfully charging their customers and keeps refusing to acknowledge their wrongdoings.  Your employees at the Austin location need to be better trained to make sure that accounts are being properly noted so instances like this does not happen in the future.  This has been very unprofessional and unethical on Aptive's part and I do not wish to continue service with a company like that.  Since my bank has reversed the charges and I received my money back there is no reason to keep communicating, as we are wanting two completely different outcomes.  I will not continue my business with your company and if my card is charged again I will be seeking legal counsel to get the charge reversed.
Sincerely,
[redacted]

I will go ahead and refund the last payment to your account.

We fully apologize for the misunderstanding.  We attempt to make things very clear in the beginning by putting check marks next to the insects that are under our guaranteed pest coverage on our service agreements.  Sorry we were unable to suppress box elder bugs in the...

attempts we did come back to the home.  Please accept this response that we will gladly send you a check for the $139 to the address of record.  We will also terminate the agreement with no additional charges.  Thanks.

Hello [redacted],The payment reflecting on your statement for $123.09 was the charge (including late fees) for the service performed at your home in November. Several attempts were made to process the payment with the card you had on file for auto bill after the service was completed but the card was declined. Multiple attempts were made to contact you via telephone and email to correct this billing issue with no response. The charge processed when funds were available 1/31/2018. The charge for the service performed 2/16 has been removed from the account, as I said I would do. The balance on the account of $117.99 is the amount you were discounted off your first service in July. The twelve month agreement has not been fulfilled and the reimbursement is asked to be paid and will not be waived. The payment can be made over the phone, through the mail, or online. Have a great day!

Tom was awesome, he was very good at explaining what he was treating for and how the whole process takes place. Tom is very professional, a very pleasant person.

We have reviewed Mr. [redacted]'s complaint and are eager to resolve this issue in a manner that is pleasing to him. There are two different complaints that Mr. [redacted] raised. The first is addressing a misunderstanding of our price for the one year agreement. Attached you will see the Service Agreement...

which shows a total of five services to be completed in the one year service term. The first service was performed at no charge. The remaining four services all have an individual price of $89. In addition we have attached the Welcome Letter which was performed three days after the Service Agreement was signed. This was done by one of our service professional's with Mr. [redacted]. You will see that both documents cover the length and price of the agreement and that all signatures and initials are present. We hope this shows that we are transparent with our customers and that everything was explained and accepted by the customer.The second complaint is in response to the flea issue at Mr. [redacted]'s residence. This is troubling to us and we want to work on this issue immediately. What we would like to offer is to have our service manager service Mr. [redacted]'s home specifically for Flea's. If after two treatments there is no improvement then at that time we will cancel Mr. [redacted]'s agreement with no fee's.

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]

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 am very grateful for the refund.  Thank you.  i still state for the record that trusting that both the lawyer's letter and mine should have been acknowledged and I know I both  called and sent my letter registered to make sure it was received in time.  Why would you want go make it so difficult and get these complaints.  It appears that the actual service gets good reviews.  You should considered for modifications to you sales and customer business practices to go along with your well-rated work  practices.Thank you again for the refund.
Sincerely,
[redacted]

I have called the customer multiple times to clear the confusion on the account.. The Initial Service is stated at 49.00 which is a discounted rate for trying us out for the year.. The original price for the Initial Service being 219.00.. The quarterly services were priced at 109.00 per quarter.....

The customer signed the agreement showing the prices on the Agreement with the calendar of all the services being performed as well as the price for said service.. We also have a Welcome letter signed by [redacted] and we go over the agreement and the pricing before we perform the Initial Service.. With out getting ahold of the customer and hearing there is some confusion regarding the amounts to be charged I have refunded the amount out of good faith and have cancelled the agreement between us and the customer.. We try and eliminate all confusion and errors on the agreement by going over the Welcome letter and verifying the Agreement is correct as in pricing, customer information, and target pests.  Please let me know if you have any questions regarding the account..

Complaint: [redacted]
I am rejecting this response because:It is unclear to me as to what this company's position is.  I am not sure what they mean when they state that they will not charge me but instead will simply bill me.  I feel they need to state their position clearly.  We disagree on some of the details of what took place and going back and forth will not achieve anything meaningful.  Therefore I am very willing to enter into arbitration and willing to pay the $75 fee.
Sincerely,
[redacted]