Aptive Environmental, LLC

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]

Ben was very polite and professional. Cool guy!

The last several responses Mr. [redacted] has indicated he will take no resolution besides being let out of his agreement with no reimbursement fee being repaid. The purpose of the Revdex.com is to act as a mediator and come to a solution. In order to resolve the issue both sides must make concessions. This seems to be a one sided concession to Mr. [redacted] until he gets everything he wants. In an effort to help this process we will let Mr. [redacted] break the agreement early and without any fee added to the account. This is exactly what Mr. [redacted] asked for and we now consider this case resolved.

Very pleased. Professional experience.

Complaint: 12343714
I am rejecting this response because:It is inaccurate. When we were  sold this service originally we were told that the deal was a "special deal" for us, the guy made a big point of emphasizing that we were not to tell our neighbors that he had charged us $49 as they would have been charged more. At no time was $229 mentioned.  It's a classic bait and switch. (They also conveniently avoid the subject of the fact that they had no right to be soliciting in this community in the first place).My wife was absolutely clear that we would only do business if they would make appointments at times she agreed to and stuck to them. They did not do this. They made a big deal about how the treatment was to the edge of the property yet when I inspected I found cobwebs and insects in evidence all around the exterior of the house.I am rejecting this response because it is disingenuous, they failed to perform to the agreement, they misrepresented themselves to us at the initial meeting, they were soliciting illegally and their work was not up to standard.  Our local Nextdoor network is full of complaints about Aptive.Sincerely,
[redacted]

To Whom it May Concern,  [redacted] signed a One Year Agreement with Aptive Environmental and in doing so received a discount off her Initial Service originally 229.00 she received the Initial at just 49.00 stating she would try us out for a year..If the customer cancels before...

the year has ended all we ask for the the Initial Discount on the Initial Service rendered..  Customer was set for Service at 49.00 for the Initial Visit and 109.00 for each quarterly visit.. Customer had her Initial service rendered on 08/01/2017 for the discounted amount of 49.00,  Customer had her first quarterly visit on 9-13-2017 for the amount of 109.00.. The 49.00 was paid with the credit card provided by the customer, but the attempt for the 109.00 did not go through so my office staff called to notify of the balance.. Customer made of aware of her situation and I made the decision to help out because what was owed after her cancelling and the Initial Discount Fee was Qtly 109.00 and Initial Discount 180 was 289.00.. We offered to waive the fee for the Qtly service rendered on 9/13/2017 and just pay the Initial discount of 180.00 in order to help out in the situation the best way I could.. After paying sales reps, techs, material supplies, I am still not making money on the situation just trying to help her because of the financial situation she is in..

Hello [redacted], I would love to transfer your service to your new home. Will you be living in the Minneapolis area?

Dear Revdex.com,Our customer [redacted] did indeed request her account be cancelled.  Upon review of the account it appears that we did send someone out to service the home in error, though because it was a scheduling error on our part the customer was never charged for this service.  The...

account is indeed closed and the customer has a zero balance.  They should not expect any further or billing from Aptive and their account will remain closed until/if/when the customer decides they need further services.  We are sad to lose any customer and would love the opportunity to service Mrs. [redacted]'s home again in the future should she ever need our services.  Thank you for your time and consideration.

Keith *. was extremely thorough and very easy to work with. He even went the extra mile removing spiderwebs inside the garage in addition to the outside of the house. I'm glad he's the service pro we will be having!

Per the confusion on the matter I have voided the contract and refunded the amount back to the customer yesterday before I originally responded to the complaint..  I called and left another message for the customer on 07/13/2016 at 11:00 AM..

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

Complaint: [redacted]
I am rejecting this response because:I had 1 treatment.  So to be fair, I would like the refund of the $120.  I paid for a treatment that I never received.  If that is refunded once you have the final payment from my bank, I will consider this resolved fairly and equally.  Thank you.  
Sincerely,
[redacted]

Keith Pudwill displays concern and professionalism with his work ethics.

Complaint: [redacted]
I am rejecting this response because: You did not Address my concern. You only quoted a section of your contract. A contract that was voided by the fact that you did not deliver the service until I saw your guy goofing off in the truck and not delivering services until I caught him in the act of failing to render services. 
Sincerely,
[redacted]

Upon review of this account, it has already been closed with a $0 balance.  Our office will be reaching out to Ms Becker to clear up that misunderstanding.  As far as her complaints about service went, our notes indicate she had refused to take any further services, stating she never...

signed a service agreement and she only signed up for 4 services, which she did not complete.  She did however, complete the initial service plus three out of the four quarterly services agreed upon.  I have attached her signed service agreement which also includes the service schedule and all terms agreed upon for review.  On January 26th, 2018, Aptive honored her wish to conclude the agreement for the sake of doing great customer service and hoping Ms Becker would use our service in the future.   Thank you for your time in reviewing this case, Craig R[redacted]Aptive Branch ManagerCincinnati, OH

Mr [redacted],We show record of having one service with Mr. [redacted].  From the notes it looks like there was some confusion with the appointment time that we had for him. You expressed frustration with us before we arrived at your home. We resolved that concern and serviced your home.Two days...

later we received a call about the paint on the car. After reviewing the footage that was emailed to us, Aptive has serviced over a half million homes and has never heard of anything like that happening before. If customers account is cancelled before year there would be an early cancellation fee due to the fact that a one year agreement was signed and initialed.

On 6/1/17, [redacted] had entered into an agreement with our company for a total of 5 services which typically consists of a year's time to complete. Her first service was on 6/2/17, it was for a discounted rate of $49. The first service is typically for $229. The discount is given for customers...

that fulfill a year long agreement with us, consisting of a total of 5 services. The remaining 4 services are each at $119, generally occurring every three months. The second of the 4 follow up services is the only one that occurs on a different schedule, it is about a month after the initial service.On 6/1/17, [redacted] had reviewed and signed the agreement with the Sales Rep. It is attached. On 6/2/17, our Service Technician went over a welcome letter before he started the service as a sort of checks and balances to make sure we are working with a person who is fully aware of what the agreement is for and the expectations are set for the future services. [redacted] again had signed off on that document as well and the technician proceeded to perform the service, thus starting the year agreement. Both of these documents are attached.After the initial service was completed, there had been no correspondence with [redacted] until the notification was sent out for her first of 4 remaining services on 6/27/17 for the service on 6/28/17. It is our practice to send at least one form of notification, whether it is voice, email, or text, before we show up to perform a service. This is to give the customer the opportunity to reschedule, or include any additional notes for the technician before he shows up to perform the service. From that point on, we had only been informed that [redacted] did in fact have some concern over the automated scheduling of the remaining services. We addressed that concern by including notes in her account to work with her in providing more time than usual to schedule an appointment. She left us with the impression that she would be calling us back to set up the time and day that would work for her.When we did not receive correspondence back from [redacted], we proceeded to send out another notification that we would be coming out to perform her second service on 7/14/17. The 4 remaining services are mandatory, per the agreement. If the customer fails to fulfill their end of the agreement, then the customer is charged the remainder of the full price for the first service. Since she was discounted from $229 to $49, that would come to $180. In an effort to avoid charging that $180, we sent the notification for the next service so we could keep the warranty with the customer and on schedule.When we tried the second time, on 7/13/17, to inform [redacted] that we were to come out on 7/14 to perform that second service, [redacted] called in asking for a Manager to speak with. The girl who had answered the phone, Kailey, checked to see if a manager was available, but subsequently the manager was not at that time. Kailey proceeded to ask [redacted] if she could help in the meantime. [redacted] proceeded to give Kailey the address to look up the account and advised her that "the service is terminated, can you just pass that on, and I do not want to speak with anyone. The service is terminated. I do not want to hear from you people again." He promptly hung up at that point.We proceeded to close the account for [redacted], which attaches that $180 to the account and at that point invoices are sent by automatic voice calls, email, and in some cases text messages.Once the notification of the balance had been made to [redacted] proceeded to call in again and advise us that the "Services are teminated. Please make sure to pass that on." He abruptly hung up after that.We had never had the opportunity to hear the concerns of the customer. It was made clear that [redacted] did not want anyone to call him back to discuss the situation or be given an opportunity to address any concerns. We are always more than happy to work with any customer to tailor the service, or make right any wrongs. Our phone calls are all recorded. The two calls that [redacted] had made were listened to for accuracy before responding to his complaint. We would be happy to have the opportunity to work with [redacted] and [redacted] to make things right and come to a resolution.

Hello [redacted],I am sorry to hear your account of the service provided. Looking over your account, I do not see any notes of previous dissatisfaction with the service and none of us being contacted regarding the guinea pig. The record of contact on the account shows rescheduling the service in August...

for another day, a text in Nov confirming the appointment time for the 3-5 window on 11/21, and then several attempts to contact you regarding the balance due on the account. Since November, we have attempted to contact you 28 times via telephone and 11 times via email. None of those calls or emails were returned and none of these issues have been expressed to us. No contact occurred until 2/15 when a call was made requesting to cancel service. The service you entered into is a 12 month service contract including an initial service and four quarterly treatments. There is one quarterly treatment remaining that will fall in May. I am willing to discount the initial reimbursement discount of $180 plus tax to the cost of one quarterly service at $109 plus tax ($117.99). Given the issues you've expressed I'm highly surprised our office was not contacted to discuss and and remedy the situation. I will close the account and apply the final discounted charge. Wish you well in the future. Kristen M[redacted]Branch Manager

I spoke with the customer on the morning of 8/17/2017. We spoke about the issue over the phone the problem has been resolved and the customer is satisfied with the resolution.

Hello [redacted],Fire ants are warranted and covered under Aptive's service but you are correct, we do not have the license to use the restricted use products geared specifically for an annual fire ant treatment on the yard. We do have products designed to treat for fire ants though. Our guarantee to our...

customers is that we will return and treat any time you have a problem pop up, whether that be a fire ant mound or wasp nest in the eaves. I am very sorry to hear that your wife and children were bitten by fire ants. We are more than happy to credit your account for the cost of the fire ant product you purchased. Talk to you soon!Kristen