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.
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..

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

Very pleased. Professional experience.

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..

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..

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!

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.

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]

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]

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.

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

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]

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 7/17/2017 the branch manager again attempted to reach out to the customer to offer a resolution to the situation.  Again, the branch manager had to leave a voicemail.   As part of the customer's service agreement, Aptive does provide a satisfaction guarantee.  We are willing to work with the customer to find a day and time that works best for us to return to perform the service to their satisfaction.  We further ensure satisfaction we would like to send our service manager to the home.  The service manager has additional knowledge and skills and would work with the customer to ensure they are satisfied.   At this time, nothing has been charged for either appointment that was scheduled for 6/30/2017 and 7/13/2017.

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.

Keith Pudwill displays concern and professionalism with his work ethics.

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

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

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