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]

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.

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.

Nako G[redacted] is very good and thorough when spraying around my house. He is extremely professional and gets the job done in a timely manner.

On 5/5/2017 the customer, [redacted], signed a 12-month service agreement that included 5 total services.  The five services included one initial service and four quarterly services.  As part of the agreement, our company gave Ms. [redacted] a discount on her initial service.  Our...

initial service is typically priced at $229, but we gave her a discounted price of $49 with the understanding that she would complete her 12-month agreement.  The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service.  The salesman (Austin S[redacted]) is licensed in California.  His Field Rep license number through the Structural Pest Control Board is 53360.     In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service.  This welcome letter highlights key points in the agreement including the length (12 months), 30 day follow up service, price, and initial discount fee.  The welcome letter was signed by Ms. [redacted], and our service technician Jeremiah Sturgis, at the time of the initial service on 5/6/2017 stating that the welcome letter had been covered and the customer understood each of the points.   Payment was never received for the initial service, which was priced at $49.  As part of the agreement, we guarantee service by providing call back services at no extra charge.  A reservice was provided on 5/22/2017 at 4PM.  Our records indicate the customer was not home at the time of service.     Further communications show the customer refusing service and asking to cancel service.  At the time of cancellation, the Initial Discount Reimbursement Fee was applied for $180. The customers full balance was sent to a collections agency on 9/15/2017.  We are still willing to honor our agreement and continue to service the customer (including free reservices). This is the second complaint made with the Revdex.com by this customer for the same issue.

Per our records we spoke to Mr. [redacted] on 10/10/16 and resolved this issue with him.

On 5/9/2017 the customer, [redacted], signed a 12-month service agreement that included 5 total services.  The five services included one initial service and four quarterly services.  As part of the agreement, our company gave Mr. [redacted] a discount on his initial service.  Our...

initial service is typically priced at $229, but we gave him a discounted price of $49 with the understanding that he would complete his 12-month agreement.  The agreement (attached) states that if the customer decides to discontinue services during the 12-month period, they will repay the discount they were given on their initial service.  In order to ensure the customer understands the terms of the agreement, our company has our service technicians go over a "welcome letter" at the time of the initial service.  This welcome letter highlights key points in the agreement including the length (12 months), price, and initial discount fee.  The welcome letter was signed by Mr [redacted], and our service technician Jeremiah Sturgis, at the time of the initial service on 5/10/2017 stating that the welcome letter had been covered and the customer understood each of the points.  As part of the agreement, our company agrees to come back to service the home as many times as is necessary to alleviate the customers pest problem.  We would love to send our service manager to personally service the home and take care of the customer.  The branch manager reached out to the customer on 8/7/2017 to offer this service, but had to leave a voicemail.

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]aptive came on time, and resolved our problem.7/19/17

Hello Mr. [redacted] my name is Gregory M[redacted] and I am the branch manager at Aptive Environmental and I received your response in regards to your account. I would like to apologize for you feeling like you were misinformed or mislead on the agreement and welcome letter which we have our customers sign...

before starting the service as we try our best to keep this from happening. It states in the 2nd paragraph of our agreement where you initial next to that it is an agreement for a year of service, one initial service and four quarterly services. Also that if you receive a discount off of your initial service which is originally $229 and decide to cancel before the terms of the agreement are met then you would be responsible for the discounted amount from $229. This is also gone over in the welcome letter which the service pro goes over with the customer when he comes out to perform the initial service. This is a short six paragraph long piece of paper which the customer initials next to and signs that they understand what they are signing up for. The fifth paragraph reiterates what is in the 2nd paragraph of the agreement states that it is a year agreement and if your cancel before the terms are met than you would be responsible for the amount discounted. We do this so there is no misunderstanding or no miscommunication from the original agreement that was signed between the sales rep and our customers.In regards to your complaint about a manager not calling you back. After every call with our customers, our office staff put the notes into the customers account to what the conversation was about. If it is an issue that requires a manager to help with a customers account we are more than happy to help with whatever problems arise. I apologize if this was indeed something you had asked for and nobody got back to you but there was nothing in your notes about needing to speak with a manager. It looks as if you had called shortly after the initial service on 8/18 wanting to cancel because you were trying to save money. Below is the note copied and pasted from your account. I have also attached  a copy of the agreement and welcome letter you had signed.  Again I apologize for any miscommunication and would like to still keep you on as a customer especially with spring right around the corner, even lowering the quarterly price to $79 if this would help alleviate any financial burdens on your end. If you would still like to cancel your service I will make the exception and close your account with a zero balance. Even if we lose customers we would still like to leave on good terms. Thanks again for your time and feedback sir.Created by: 8/18/2016 3:16 PM By [redacted] Last changed by: 8/18/2016 3:16 PM By [redacted] - Edit - RemoveCUSTOMER CALLED TO CANCEL BECAUSE HE IS TRYING TO SAVE AS MUCH MONEY AS POSSIBLE. ONCE I TOLD HIM ABOUT THE IDF HE GOT ANGRY AND SAID THATS RIDICULOUS. HE SAID NOT TO CHARGE HIS CC ON FILE AND TO BILL HIM.Created by: 8/18/2016 3:01 PM By Notification Last changed by: 8/18/2016 3:01 PM By Notification - Edit - Remove-

We have spoken to the customer and consider this matter to be resolved.

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.  A huge thanks to Cam N[redacted] for going above and beyond in ensuring we arrived at a rapid and customer-oriented solution.
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.
Aptive agreed to dismiss all the  charges.
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]

After receiving notification that the customer rejected our response our branch manager went back and listened to the recording of the phone call in question.  Our company called the customer on 10/17/2016 because our service professional was at his home to complete his first quarterly service and the back gate was locked.  Per company policy, we reached out to the customer to see if anyone could open the gate so that we would be able to complete the service.  The customer answered the phone call and then disputed the service agreement and stated that he did not want our company to come to his home anymore.  The customer then stated that he could not speak on the phone any longer because he was not available.  Our customer service rep then asked him if he would like us to close the account, the customer replied saying "yes".   The customer service rep then stated she would close the account and apply the initial discount as outlined by the service agreement.  That was the end of the phone conversation.  The customer has not paid the initial discount fee.  Because the invoice is now over four months old, it has been sent to a collections agency.  We are willing to recall the fee if the customer is willing to reinstate his account and complete the four quarterly services as originally agreed upon.

I spoke with Ms. [redacted] and resolved her main concern. She has had an ongoing ant issue she feels we have not yet resolved. While speaking with her, we discussed her problems areas, and I made an appointment for the Service Manager to as and treat her home. We had a very nice conversation and...

ended on good terms.

On 7/22 Mr. [redacted] signed up with one of our sales reps by the name of Adam B[redacted]. Typically our initial treatment is 219.00 and the quarterlies are 109.00. When Adam sold Mr. [redacted] the plan he gave him a discount of 130 dollars making his initial treatment only 89 dollars. In our...

agreement that Mr. [redacted] signed, it states that if he decides to discontinue the agreement before the year that he may due to but we do ask for the reimbursement of the initially discounted amount. This is of course not as a punishment to the customer but only as the business aspect that he would give us the chance to treat his home and win his business with our stellar services.       Some other details that we go over in the service agreement and welcome letter is that if our customers have any issues, that we offer free unlimited re-treatments. We offer this because with every home being different, every infestation is different. So sometimes we have to come back out in between the regular scheduled appointments and do a 100% free re-treatment. Those who utilize the program the way it is meant to be often are happy and choose to stay with us well beyond the year agreement. We here at Aptive strive to give the best customer service possible and we know we cannot do that if the customer does not communicate with us. In the attached documents you will find the service agreement signed by Mr. [redacted] and a log of our calls and interactions with Mr. [redacted]. In the notes attached you will see that through the time of Mr. [redacted] doing business with us, we have called and emailed and multiple times in attempt to get a hold of him. At any of these junctures if Mr. [redacted] would have expressed his troubles, our highly trained office staff would have been more than happy to set him up for as many re-treatments as possible to help Mr. [redacted] get the pests down to the acceptable level. Since we was not able to get a hold of him and we never heard from him on these issues, no extra treatments was ever performed.      Details on our sales reps:Our sales reps come in from all around the country to do sales for our local branches. We always home to hire the best and train them in the best way. We hold our reps to a very high standard and would hope that every sale is straight forward and upfront. Although when they are at the doors speaking with potential customers we have found that sometimes information gets lost in transition with the customer. So we go over the information a second time at the time of the initial service. When our reps go around knocking door to door they do have an application that they can pull up that shows how many people in the area are our customers. It does not show the customers names for the privacy of our customers. So they might say that there is some customers in the neighborhood who use our services but would not have any customer's information to use as a referral unless a customer gave him the information (thus giving permission) to use as a referral for discounts. So we do apologize if there was any inconvenience with our sales reps selling in Mr. [redacted]s neighborhood.      We did attempt to call him multiple times to assist him with his account after he told our service professional that he did not want our service (through his security at the gate since he would not even let us in the neighborhood)We even tried to make contact with the customer via his home through one of our service professionals and each time we tried to make contact with Mr. [redacted], He refused to speak with us so we billed the reimbursement as part of the agreement. We would be happy to work with Mr. [redacted] to come to a mutually beneficial resolution.

I find the resolution satisfactory as it is exactly what I was seeking.  However, since I am getting a much more customer-focused tone than I typically get from them, I would like the business to at least be aware of what initiated my frustration with them.--I was approached by a door-to-door sales rep.  I told the rep point blank that the only extermination services that I was interested in was roach and termite treatments.  The representative told me that was something they could easily take care of and then proceeded to pressure me to sign an agreement.  I declined to sign, intending on reading the agreement, but after I was approached again a day or so later before I had made time to read it, and pressured again to sign the agreement, assured that they could take care of the roaches and termites, I did end up signing.  Once services started, I was told that what I signed up for covered neither roaches or termites.  For roaches, I would have to pay extra for that coverage and termites are not covered at all by Aptive.  When I was told this, I felt like I should have been allowed out of my contract since what I asked for was not covered at all by what I was sold.  However, Aptive took advantage of their legal upper-hand at the cost of good customer service and insisted that I pay for the 12 month service that they tricked me into buying.  There was nothing at that point that could've been done to retain me as a customer past the 12 months.  You don't deceive someone into a contract and then expect to retain them as a customer after the contract.At 6 months in, there was a tiny semblance of customer service in that they agreed to waive the startup fee for the roach treatment and I decided that I would pay the extra quarterly charge and at least get one of the things I wanted out of it.  In fact, I am quite satisfied with the roach treatment that I received and actually enjoyed the treatment I received from the representatives sent to my home for the service, but it still wasn't enough to win me back as a satisfied customer when I just paid for 6 months of services that I felt deceived and forced into purchasing.I offer this as a cautionary tale.  Train your sales reps better and reprimand them for lying to customers to bolster sales.  If a new customer claims they were deceived into the contract by the sales rep, allow them out of their contract at a reasonable rate for initial services and then use the contact information you've now harvested to try to sell to them on honest ground later on down the road.  If I was apologized to for the deceit and released from my contract with only a fee for the initial visit, I would've had an impression of the company that they are wanting to offer a good, honest service and would've been more likely to give them a shot later down the road when I was more frustrated about the roach problem.  Your services are good enough to sell to people honestly. 
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]

Hello [redacted],I have reviewed your account and unfortunately do not see a record that you had alerted us of your move. The last communication documented was on 4/28 when we scheduled a reservice to treat inside your home 4/28 in the 10-12 time window. The next contact we received from you was on...

7/13 at 1:00pm after you received notice of the charge to your card for the service performed 7/12. An appointment reminder for this quartelry service was sent via text (at 1:55pm) and email (at 2:00pm) for this service on 7/10. We were not notified at that time or in the two days that followed that you did not want the service to occur or needed to update your address to a new one. We are happy to transfer the service to your new home and provide a free treatment at that home. If you would like to cancel the service we do ask to be compensated for the service, time of our employee, and products used as we were unaware that you no longer lived at that residence. Thank you,Kristen M[redacted]

Per the customer's request we have waived the IDF.  We would be glad to help her in the future for any pest needs that may arise.

Complaint: [redacted]
I am rejecting this response because:I am providing proof of the ignored emails. The last one which would have  caused me to overdraft if I was not proactive in stopping payment. I understand you corrected the payment request AFTER I had to tell you that no one showed up. Great customer service right there and are you not going to address the $30 dollar credit in which Brianna had stated she would put onto the account? Also you should look into recording the phone calls as your representative hung up on me. It’s companies like this that make me regret going with a more reputable company like ABC pest or Termanix. Why should I pay for a service that is full of lies that doesn’t hold their end of the contract? The last actual service you did was give me 7 glue traps and spray 2 rooms. The backyard and front yard were not addressed like your email says. Which is obviously not trustworthy as I received the completion email with the picture of some guy to tip if I liked his service and all that was done during my “service”. 
Sincerely,
[redacted]