Aptive Environmental, LLC

[redacted],I'm surprised to receive this response and am not sure if there is a lag in response time after speaking to you on the phone yesterday? We discussed everything at length and I sent you the product label to take to the doctors with you. I assured you the account was closed and reimbursed the charge of the service as requested. Please contact me if this was sent after we we spoke. Thanks,Kristen

Complaint: [redacted]
I am rejecting this response because:There has been no return call made to me until today where I got a message on my voicemail. I do not want to continue this contract as it is not working and the company is a scam. I am not sure they have been here except the first initial visit as I was home then. What legitimate company would not leave something showing they had been at your residence when no one is home?  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your door to door sales man sold me the contract falsely. I have a witness when Robert told us that It would be yearly. Contract whether it was read or not is not shown or emailed to you until after you sign on they're IPad. Since calling the Canoga Office on 10/25/17 and spoke with Jesse and Elizabeth about the charge $109 that still hasn't been processed by them. I informed them upon discovery of the quarterly charge that Robert they're salesman lied to get the sale and sold the contract under false pretenses. They told me I would have to speak to Mike Cheney the manager and that he would give me a call back. It has been 5 days and still no call. Today I have received a message and email for an upcoming appointment for tomorrow 10/31/17 after I told them to no longer schedule appointments and just a week after the last. I called the office today again and spoke with Jesse on why hasn't Mike called me regarding the customer issue. She stated he hasn't been in the office at all because he's been on the field. She said that he takes the truck and equipment home and goes from there. I can't believe that Mike can't take a minute to respond to a customer issue by at least calling me back. But it's interesting that they had time to respond to the Revdex.com complaint. A phone call takes less time. Shady business practices need to be explained. By the way your "treatments" have done nothing with my pest problems. We have more spiders coming inside than before. We have pictures of spider bites. Take your pick on which to break my contract. One of their workers filled his tank with water with my hose to spray around the house. I saw no additive added to the tank which he stated is what they do. Shady. I want you to forget I was your customer and cancel this contract sold by a lying salesman.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We are moving into temporary housing.  The sales person informed me that we could move the service if we purchased...

another home, but we are not moving into a permanent home.  I had asked if we could cancel the service if this should be the case and he assured me it wouldn't be an issue.  All I had to do was call.
Sincerely,
[redacted]

[redacted] was serviced on 7-11 by our technician Steve L[redacted]. This service is usually $249 but under the terms of a one year agreement was discounted to $49.  [redacted] was told we would show up to his house between 10am and 12pm. Steve was there between 11:26am and 12:12PM providing the service he signed...

up for. [redacted] called in on 7-17 to tell us he was still seeing spiders outside of his home. We scheduled an any time appointment and did not discuss a heads up call. Spencer provided that service on the morning of 7-18 (the very next day). We understand [redacted] feels he had a bad experience with us but he was provided a service that he agreed to. We are willing to refund the $50 cancellation fee but not the $49 initial service which was provided in full.

Great Service from Keith P at Aptive. He was running a bit behind schedule and kept us abreast of his timing. Great communication.

Our sales rep contacted the customer on 6/15/2016 at which time the customer agreed to our 1 year service agreement. This agreement (attached) includes an initial service and 4 quarterly services. His initial service was discounted from $219 to $69 because he signed up with a rep and he signed a 1...

year agreement. Each quarterly service price was set at $119 each. If you look at the agreement, you can see a service calendar and the price of each service for the first year listed below the month the service would be done. The first quarterly service is approximately 30 days after the initial service. You will also notice the he provided our sales rep a credit card number. The customer improperly listed the purchase price as $300. However when you add 4 quarterly services at $119 each, and the $69 initial service, it totals $545.00.On the left side of the agreement you will see that the sales rep gave this customer free slug and snail treatments. You will also notice that there is a "rat and mouse warranty" line 2 spaces below the slug and snail. If a rep is including a rat and mouse treatment, he adds it to this line. There is an extra cost for this service. If the customer had signed up mainly for rat treatment, it would be listed there with the additional cost. In addition to that, below in the special instructions section, reps put important information regarding the service. As you can see, the rep listed to treat the inside, to treat the shed and that they had 2 dogs. With no rat and mouse warranty listed above, this means to treat for wasps spider and ants since rat and mouse warranty was not listed. You will also notice that in the "initial target pest" section to the right of the special instructions, the 3 target pests that are listed are "wasps, spiders and ants". Reps always add the pests customers are having problems with as target pests to make sure they are taken care of from the start. In the first and second paragraphs towards the bottom of the first page of the agreement, you will see that the agreement is defined as a ""twelve (12) months" agreement and also that if the customer cancels prior to the agreement being fulfilled, that "the customer agrees to pay the difference between $219 and the discounted price of the initial service" Their initial price was $69 and if you deduct that from the $219 it equals $150. This customer cancelled his service before the 1 year so we applied the $150 discount they received to their account. This is the balance they are disputing, yet they agreed to it on the agreement by initialing after that paragraph outlining it. The customer also signed the agreement on the second page validating the entire agreement.In addition to the agreement, I have also attached a copy of the Welcome letter that our service professional goes over with the customer before we provide any service. This was done by a different person than the sales rep to avoid any misunderstanding or confusion. You will see that there are 6 points. One of them is making sure the customer knows of the "pest-free guarantee". If there are problems, we will return for free to retreat them. Again, they did not sign up for the "rat and mouse warranty" on the agreement. The welcome letter also includes the pricing of the services, it explains again that this is a 12 month agreement and outlines the cost of early cancellation. You will see that the service professional even underlined that it was a 12 month agreement as well as the $219 as he was explaining the repayment of the discount if they cancel before the 12 months. The customer initialed each section and signed the welcome letter with our service professional John.I have also attached a copy of the 2 service tickets from the 2 services performed at the home. The first was done on 6/15/2016 and was signed by the customer. She also authorized the easy pay by initialing it. In the middle of the service ticket is where the service professional writes notes concerning problems or potential issues. As you can see, on the service  done on 6/15/2016, he wrote "clutter in garage". If a rat problem had been brought to his attention, he would have notated that. The second service was done as the agreement stipulated approximately 30 days later on 7/13/2016. One of the sections on the welcome letter authorizes us to service the exterior of the home if the customer is not home and charge their account. However, if they wanted the interior done or any other issue, we would return at no cost to do that for them if they let us know.Lastly, I have included a screen shot of the notes on his account. As you can see, the notes from the agreement are in the account notes notating "wasps, spiders, ants (treat inside on initial, treat shed in back, 2 dogs" You will see where on 7/12/2016 the system notated a notification call for the service on 7/13/2016. You will also see that the customer called in on 7/22/2016 wanting to cancel the service after the second service was performed. A free re-service was offered, but they declined. So the $150 was applied to their account to repay the discount per the agreement and welcome letter. When one of my office staff called on 10/7/2016 to obtain payment, the customer said "that we would have to take him to court before he paid that". He also told us that he does not want us to contact him. So we waited until 11/30/2016 to send his account to collections.I fully believe that we have done everything according to the agreement and offered a free re-service, however, he declined. I believe the documentation shows this all very clearly. I would have called the customer to try to resolve this with him after receiving the Revdex.com complaint, however, I saw that he requested that we not contact him so I honored that and sent the information to verify everything to the Revdex.com.Please let me know if you have any further questions.Thank youAlan B[redacted]Salt Lake City Branch Manager

Complaint: [redacted]
I am rejecting this response because I was not informed there would be a charge for the 30 day service. I was under the impression that it was free of charge. The documents were explained in detail after signatures and initials, not before.
Sincerely,
[redacted]

We have been in contact with the customer and come to a agreed upon resolution.Thank you.

I have reviewed the account and talked with the customer regarding the account.. Since we were unable to solve and get rid of the initial issue of insects I have removed the balance due on the account.. It is our goal to actively provide great services and customer service to all customers. In some...

cases issues take longer to get rid of with multiple treatments. And since we could not resolve the issue I have removed the balance for the customer..  Please let me know if you have any questions.

I spoke with [redacted] and have resolved the issue with her that was acceptable for both parties. Thank you

The initial service was completed on 5/14. Your next service was scheduled for 6/14. When we notified you that we were coming out for the 6/14 service, you responded with your complaint on 6/14 at 7:15AM. This was the first time that our customer service department was notified of your compmlaint. You emailed our office stating that you wanted to cancel service. We responded to your email complaint that same day at 11:28AM by calling you on the phone, but there was no answer. We then replied to your email. We offered to apply a $30 credit and to redo the entire service for free. We did not hear back from you. In an attempt to resolve the issue in person, we scheduled the free service for 6/28. You refused that service and insisted on canceling and denied us the opportunity to correct the problem.We intend to offer quality service to all of our customers. When we fall short of that, we make a good faith effort to correct the problem. I offer to redo that service for free. I also offer a $30 going forward on future services. If you deny us the chance to make it right, then the terms of the Service Agreement will be in effect and you will have lost the $180 discount that you accepted on the initial service.

We apologize for the issue. We aim to offer quality service and would love to make this right.We are glad to hear that you were pleased with the initial service on June 12 and saw the reduction in ant activity. You had accepted a $130 discount on the normal initial service price and agreed to a total of 5 services over the next 13 months in exchange for the $130 discount.A quarterly service was scheduled for October 13. We notified you via phone call, text message, and email on the morning of October 10 asking you to keep the back gate unlocked so we can service the full property on October 13. We serviced your home on October 13, however the back gate was locked. Our Service Professional serviced what he could, then marked your invoice asking you could call the office to schedule service to complete the backyard.You claim to have called at closing time on Thursday, but the voicemail message was scrambled and we did not receive your name nor phone number. We had no way of knowing who to call back.You called in on October 23 to close the account. We have reviewed the recorded phone call and would like to clearly communicate and reaffirm our desire to resolve the issue. The expectations from our service are that you will see a significant reduction in pest activity. Our guarantee is that we will come back for free to take care of any ongoing pest issues. The first time that you contacted us about ongoing pest issues was on October 23. As an act of good faith to resolve the issue with the backyard and spiderwebs, we offer to schedule a free reservice and we also offer a $30 credit toward future services.However, if you refuse us the opportunity to resolve the issue and if you intend to cancel service rather than accepting our good faith offer, then your account will be charged the $130 discount that you accepted on June 12. I have attached a copy of the 'Service Agreement' and the 'Welcome Letter' for your consideration. Both documents outline the terms regarding the $130 discount, as well as our guarantee to ensure customer satisfaction.We would much rather treat your home and help you fulfill the terms of the 'Service Agreement.' Please advise of how you wish to proceed.

Ben M. serviced the house and was very kind and knowledgeable. He picked up our dead scorpions for us also. I appreciated his service and hope more people can take the time to write a review for the good service they get. Thanks for your hard work!

On 5/31/2017 Aptive treated your home with two products. One of those products is a bifen granular where we spot treat the yard. This product steeps down into the ground to help prevent pest from coming into your yard. We do not spray your yard with product we only spray your foundation with our...

product. Looking at the pictures, it looks like the grass has been killed. Since we do not spray your lawn with any products that could not of been our doing. If you do water your lawn in the middle of the day there is a chance that the water can sit on top of your grass and burn your grass. We do have your account cancelled out with us and we will no longer charge your card on any other services.  Thank you

Our sales representative, Tom W[redacted] (not Brad M[redacted]) met with this customer on 5/7/2016 at which time a 1 year pest control agreement was signed which includes an initial service an 4 quarterly services. We do not offer any kind of "trial" period for our service. Per our agreement (this customers...

agreement is attached) there is a service calendar which shows the services and price of each service under month that the service is due. The pricing for this agreement is documented below that. Below that it shows that he opted for our easy pay with his credit card information listed. On the 2nd page of the agreement is addresses that it is a 12 month agreement in bold letters and it also explains that if the agreement is not fulfilled that the customer agrees to pay the difference between our regular initial price of $219 and the discounted price. So, according to this agreement if this customer does not fulfill this agreement they have agreed to pay back the $170 discount given on the initial service. If a customer wants to start service with us and have no 1 year agreement, the initial price is $219. The date that the initial service was scheduled to be done was 5/9/2016 between 10-12 am. This agreement was signed by this customer and an email with the agreement was emailed to him at the email address he provided.On 5/9/2017, my service professional Brad M[redacted] went tho this customers home. Before we service ANY new customer's home, my service professional goes over our "Welcome to Aptive's four seasons protection plan" which contains most of the same information that is on the agreement including the pricing, the duration of the agreement, the repayment of the discount if not completed to name a few. It also includes information about "our pest free guarantee" stating that "pest problems between regularly scheduled treatments may occur with some homes..." and that "Aptive will gladly return and retreat your home at no additional cost". This welcome letter is required to be signed by an adult in the home. We want to make sure that there are no misunderstandings with this program BEFORE we perform any service. Attached is also a copy of the signed welcome letter.We performed the initial service on 5/9/2019 per the agreement. Per the agreement, we return in about 30 days to perform the first quarterly service and on 6/9/2016 our service professional went to do the service. At that time, the customer told our service pro that "he no longer lives at the property so he has to cancel". Our office staff called and left a voice message to discuss the cancelling of the agreement. He did not return our call. So when his next service came due in September 2016, since his agreement was not cancelled, his home was scheduled for service. The service was completed on 9/12/2016 and the payment was run on 9/15/2016. On November 23, 2016 he called wanting to cancel service claiming that he never saw a decrease of bugs. My customer service agent looked at his account notes and saw that he had never let us know that there was a problem so we could perform a free re-service. She explained the free re-service option to him but he declined. She began to explain the agreement to him and he replied "that's not what I signed up for" she started to try to work with him and he said something to her that she could not understand and then hung up on her. So his account was still not cancelled because he refused to listen to what the agreement said and work with us to cancel the agreement. When the next service was due, our service professional went out and his mother said that he had cancelled (which he never followed through properly with us) and was unhappy that we showed up again. Again my office staff tried to follow up with him but were unable to get into contact with him.We have been fulfilling the agreement as it was agreed upon from the beginning. If he wants to cancel his service and the agreement, that is fine. We just ask that he follow through with what he agreed upon in the agreement and repay the discount that was given to him on the initial service. We would be happy to make sure any pest problems that may continue are resolved if he would have just called us and let us know of the issue. Our goal is to take care of each customers pest issue, but we cannot do that if we are not made aware of a continuing problem.As it stands as of now, we have performed the initial service on one quarterly service. There are still 3 quarterly services remaining on the agreement. We would be happy to work with him if he would give us an opportunity to discuss it with him without him hanging up on us. Thank you,Alan B[redacted]Branch Manager

We are aware of the situation, and apologize that due to an error on the part of our office staff, the service was not removed from our routes as requested by the customer, and as a result she was charged for the service.  It is our goal to make sure that our customers are completely satisfied...

with the service they are receiving.  We would like the opportunity to speak with the customer personally to address her concerns and resolve the matter.  As of today, July 11, we have issued a refund in the amount of $109, which she should see reflected on her account in the next 5 to 10 business days.  Again, we apologize for this error and hope to find a way to address the needs of the customer in regards to pest control.

There appears to be a major misunderstanding regarding our services.  The cost of the service is for the exterior service to be serviced, however the inside is always under warranty and it is Aptive's policy to treat the interior at no additional charge.  The statement that we charge...

double for the interior is incorrect.  We have never, nor will we ever charge for a general interior spray.  We tried contacting Mr. [redacted] this morning 11/3 to try to explain and resolve this misunderstanding.

We have spoken to a customer and consider this complaint resolved.

We apologize to hear about the experience you had with one of our Route Managers.  In the Houston area we have thousands of positive interactions a day and it is extremely rare that we get complaints about one of our interactions.  We can easily look up which Route Manager was in the area...

based on the address provided, and we will follow up regarding this matter with the appropriate manager.